Roles & Responsibilities -:
Monitor social media platforms, including but not limited to Facebook, Twitter, Instagram for customer inquiries, comments, and feedback.
Managing CXO level escalations with utmost priority in an empathetic manner, while demonstrating excellent communication skills and representing our brand in a positive light.
Escalate complex or unresolved issues to the appropriate departments or higher management, while ensuring timely resolution.
Collaborate with cross-functional teams such as Product, Tech, Growth etc, to garner information for conducting RCAs and provide feedback based on customer interactions.
Monitor customer sentiment and identify trends or patterns in feedback to help improve ixigo products, services and customer experience.