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 quick, professional, 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 fo

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