Job Description

Role Expectations:

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Act as the first point of contact for customers across social media platforms, ensuring timely and empathetic responses.


Provide seamless support on queries related to products, orders, returns, and refunds.


Handle customer escalations effectively, maintaining brand tone and professionalism.


Collaborate with internal teams (logistics, operations, and marketing) to resolve issues quickly.


Maintain high levels of customer satisfaction and brand loyalty by delivering delightful experiences.

Role Deliverables:

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Manage customer queries across all social media platforms (60%), ensuring accurate and prompt resolutions.


Handle emails and calls (40%) related to order status, product information, and general customer support.


Track, document, and share regular updates on customer concerns and feedback.


Ensure SLA adherence for response and resolution timelines.


Support in creating FAQs, response templates, and best practices for consistent communication.

Reporting Relationships:

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This role will report directly to the Manager (CDT).

Educational Qualifications:

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Graduate in any discipline (preferably Commerce, Arts, or Management).


Additional certifications in Customer Relationship Management or Communication will be an advantage.

Experience Required:

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1-3 years of experience in customer service/support, preferably in e-commerce, retail, or cosmetics/beauty industry.


Strong exposure to social media query management and customer interaction.


Excellent written and verbal communication skills with problem-solving ability.


Proficiency in MS Office and CRM tools; familiarity with social media management dashboards is a plus.