Role Purpose

Manage customer interactions across social media platforms by responding to queries, resolving complaints, providing accurate information, and ensuring a positive brand experience.

Key Responsibilities

- Monitor and respond to customer queries, comments, and messages across social media channels (Facebook, Instagram, X/Twitter, etc.).

- Handle customer complaints and escalations with empathy and timely resolution.

- Provide support on bookings, cancellations, refunds, baggage, and other travel-related inquiries.

- Maintain a consistent brand voice and deliver exceptional customer experience across digital platforms.

- Collaborate with Customer Happiness, Marketing, PR, and other teams to resolve issues and support campaigns.

- Track social media trends, customer sentiment,



and emerging issues; share actionable insights with stakeholders.

- Escalate critical and complex cases to appropriate teams and ensure closure.

- Adhere to company policies, data privacy regulations, and social media best practices.

Desired Candidate Profile

- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

- 2+ years of experience in Social Media Customer Service, Digital Customer Support, Community Management, or Social Media Operations.

- Solid understanding of social media platforms, customer behavior, and online engagement.

- Experience with social media monitoring and analytics tools is preferred.

📌 Associate - Customer Experience (Voice Process) (Gurugram)
🏢 Air India Express
📍 Gurugram