Team Lead - User Escalation

4.00 to 8.00 Years Delhi 27 Feb, 2024

Job Location	Delhi
Education	Not Mentioned
Salary	Not Disclosed
Industry	Telecom / ISP
Functional Area	Not Mentioned
EmploymentType	Full-time

Job Description

Job Summary:The candidate will be responsible for overseeing a team of social media specialists focused on handling user escalations and ensuring timely & effective resolution of customer issues. The candidate will play a crucial role in maintaining organisations reputation and fostering positive customer experiences on social media platforms.Key Responsibilities: Lead and manage a team of 8 10 social media specialists responsible for handling user escalations across various social media platforms. Streamline the escalation process and improve response time while maintaining the quality standard. Handling the escalation tickets and work on ticket operation excellence. Monitor social media channels for escalated issues and ensure timely and appropriate responses Investigate and resolve complex customer inquiries and complaints in a professional and empathetic manner. Provide coaching, feedback, and performance evaluations to team members to support their professional. development and success. Generate regular reports and insights on key performance metrics related to user escalations and customer satisfaction.Professional Experience/ Qualification: Proven work experience of 4 years in handling social media escalations Excellent in handling queries from escalated users, solving issues and getting a positive feedback from customers. Good in operational efficiency Ability to work collaboratively with cross functional teams Excellent communication and interpersonal skills,

Keyskills :
social mediaescalationsteam managementcommunicationinterpersonal skills

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Team Lead - User Escalation

Job Description

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