Position: Social Media Customer Engagement Specialist

Location: Ambit Tech Park, Chennai

Role Overview

The Social Media Customer Engagement Specialist will engage customers across Client's approved social channels by providing clear, accurate, and timely public guidance. The primary goal is to resolve simple questions in-channel, share relevant knowledge-base content, guide customers to the correct support path, and protect the Client brand through professional and empathetic communication.

Operating Guardrail: This function must not become another technical-support queue. Agents should prioritize public guidance, approved KB content, and support navigation. Direct messages should be used sparingly and only when limited customer information is required for routing or escalation.

Primary Objectives

- Provide fast, qualified, and brand-appropriate responses on public social channels.
- Resolve simple informational requests using approved Client knowledge articles and self-service resources.
- Guide customers to the appropriate support channel for account-specific, diagnostic, warranty, order, billing, or subscription assistance.
- Reduce unnecessary direct-message troubleshooting and avoid duplicating existing technical-support queues.
- Identify reputational, safety, privacy, legal, media, and executive-escalation risks and route them promptly.
- Capture recurring customer themes and share actionable insights with Support, Product, Knowledge, and CX teams.

Key Responsibilities

- Monitor assigned Client social media channels and respond within agreed service levels.
- Respond publicly wherever appropriate,



using concise, accurate, and customer-friendly language.
- Share approved articles, setup guides, support links, warranty resources, and self-service content.
- Direct customers to phone, chat, email, order support, warranty support, or subscription support based on the issue.
- Move a conversation to direct message only when necessary to collect limited information required for routing; never request payment-card details, passwords, or other sensitive data.
- Avoid extended technical troubleshooting, remote diagnostics, or complex case ownership within social media channels.
- Recognize and escalate high-risk posts involving safety concerns, privacy issues, legal threats, media attention, widespread outages, executive complaints, or significant brand impact.
- Maintain accurate disposition, tagging, and escalation notes in approved systems.
- Identify gaps in existing KB content and recommend new or updated articles based on recurring social-media themes.
- Follow Client tone-of-voice, moderation, privacy, security, and crisis-communication standards.

Minimum Requirements

Education and Experience

- Graduate degree preferred; a technical degree is not mandatory.
- Minimum one year of experience in customer service, chat, email,



community moderation, digital engagement, or entry-level technical support.
- Experience supporting North American or global customers is preferred.
- Previous experience with social media engagement tools or online community platforms is an advantage.

Communication and Customer Skills

- Excellent written English with strong grammar, spelling, sentence construction, and punctuation.
- Minimum B2 CEFR English proficiency
- Ability to simplify technical or process information for customers with different levels of technical knowledge.
- Strong empathy, judgment, de-escalation, and public communication skills.
- Ability to distinguish between a routine support request and a reputational or executive-escalation risk.

Product and Process Knowledge

- Basic understanding of Client product categories
- Working knowledge of common customer journeys such as setup, registration, firmware guidance, warranty, orders, returns, subscriptions, and support entitlement.
- Ability to locate and share the correct approved KB article or support path.
- Basic familiarity with CRM, case-management, social-listening, and knowledge-management tools.

What This Role Is Not

- A substitute for Client's phone, chat, email, L2, or L3 support queues.
- A channel for lengthy troubleshooting, remote access, firmware recovery, or complex network diagnosis.
- A channel for collecting sensitive personal, account, credential, or payment information.
- A team expected to own complex cases through final technical resolution.

📌 Social Media Customer Engagement Specialist (Chennai)
🏢 Movate
📍 Chennai