Social Media Escalation Management

Need Candidate From Banking Industry. Work from Home Job

Roles and responsibilities of Social Media Escalation

1. Monitoring: Regularly monitor Social Media platforms for brand mentions, inquiries, and complaints.
2. Identifying Issues: Quickly identify and categorize customer inquiries or complaints based on severity and urgency.
3. Responding Promptly: Provide timely and empathetic responses to customer inquiries and complaints on Social Media.
4. Engagement: Actively engage with customers to acknowledge feedback, answer questions, and foster a positive brand community.
5. Escalation Protocol: Establish clear procedures for escalating complex or sensitive issues to higher-level support staff or specialized departments.
6. Collaboration: Work closely with other internal teams to resolve issues effectively and ensure consistent messaging.
7. Crisis Management: Be prepared to escalate and coordinate responses during crisis situations, following predefined communication protocols.
8. Documentation: Keep detailed records of all Social Media interactions for analysis, reporting, and continuous improvement.
9. Analysis and Reporting: Analyze Social Media interactions and trends to identify areas for improvement and opportunities to enhance the customer experience.
10. Training and Development: Provide ongoing training and support to Social Media Escalation team members to ensure they are equipped with the necessary skills and knowledge.