Grievance and Social media escalations

About the Role

• Full-time, on-site role based in the Greater Bengaluru Area.
• Manages grievances and social media escalations.

Key Responsibilities

• Monitor social media platforms and public channels for customer complaints, queries, and brand mentions.
• Respond promptly to issues with accurate, empathetic, and solution-oriented communication.
• Coordinate with internal teams (customer support, operations, product) to resolve issues.
• Track resolution timelines and ensure consistent follow-up with customers.
• Document escalations.
• Analyze recurring issues.
• Prepare reports on grievance trends.
• Suggest improvements to processes and customer communication.
• Maintain brand voice across social channels.
• Support reputation management initiatives.
• Contribute to guidelines for handling sensitive or high-impact public interactions.

Requirements & Tech Stack

• Social Media Marketing
• Social Media Content Creation
• Digital Marketing
• Marketing principles
• Communication skills (written and verbal)
• Experience in customer service, grievance redressal, or community management.
• Ability to analyze data from social platforms.
• Experience with social media management tools.
• Experience with CRM systems.
• Experience with collaboration platforms.
• Proptech, e-commerce, or consumer internet product experience is an advantage.

Qualifications

• Strong problem-solving abilities.
• Strong conflict-resolution abilities.
• Strong decision-making abilities.
• Attention to detail.
• Accountability.
• Bachelor’s degree in communications, marketing, business, or a related field.