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