Job Title: Associate/ Sr. Associate Social Media
Industry: Airline
Location: Haryana
Job Type: Full time
Minimum qualification: Graduation
Experience: 4 to 5 years customer service experience, with at least 2-year handling Social Media customer service/ORM
Roles & Responsibilities
- Monitor and manage customer inquiries, comments, and messages on the company's social media platforms, including Facebook, Twitter, Instagram, and LinkedIn
- Respond to customer inquiries and comments promptly, providing accurate and helpful information about our aviation services, promotions, and policies
- Engage with customers proactively, initiate conversations, and build positive relationships with the online community
- Ensure that all interactions on social media platforms reflect the company's brand values, tone, and guidelines
- Accurately record and document customer interactions on social media platforms for reporting and analysis
- Collaborate with the Marketing team to ensure consistency in social media content, promotions, and messaging
- Liaise with other departments, such as Sales, Operations, and Marketing, to address customer inquiries that require inter-departmental coordination
- Provide feedback and insights to the Team Lead and other relevant stakeholders to improve social media engagement, enhance the customer experience, and optimize overall contact center performance
- Monitor social media metrics and analytics to identify trends, customer sentiment, and opportunities for improvement
Skills & Attributes
- Should be flexible with 24/7 working environment
- GDS Amadeus Experience is must.
- Ability to multitask and thrive in a fast-paced environment
- Excellent verbal and written communication skills
- Should have experience with social media
- Proficiency in using social media management tools and analytics platforms to monitor and measure social media performance.
- Familiarity with aviation industry practices and customer service standards is advantageous
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