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Role & responsibilities

Handle customer queries, complaints, and requests received through social media channels such as Facebook, Instagram, X/Twitter, and other digital platforms.

Respond to customer comments, direct messages, and posts in a professional and timely manner.

Understand customer concerns and provide appropriate resolutions as per company policies and processes.

Handle escalations and sensitive customer interactions while maintaining a skilled tone.

Coordinate with internal teams such as Technical Support, Logistics, Sales, Service Centres, and Operations for issue resolution.

Follow defined SOPs, response guidelines, escalation matrix, and quality standards.





Maintain accurate records of customer interactions and update CRM/ticketing systems.

Ensure timely closure of customer complaints and follow up on pending cases.

Identify recurring customer issues and highlight them to the relevant team.

Maintain the company's brand tone and reputation while interacting with customers online.

Monitor customer sentiment and identify potential issues requiring immediate attention.

Achieve defined KPIs such as response time, resolution time, customer satisfaction, quality, productivity, and adherence.

📌 Urgent hiring For the role of Customer Support Executive-Social Media (Noida)
🏢 Firstmeridian Global Services
📍 Noida