Job Purpose :
To manage complex social media interactions, complaints, and customer escalations while supporting the Social Care Manager in the day-to-day supervision of social care operations. The role is responsible for handling high-risk and sensitive social media cases, monitoring operational performance, managing queues and ageing, ensuring SLA compliance, and providing guidance to Social Care Agents to maintain service excellence.
Responsibilities
As the Assistant Manager-Social Care, you will play a crucial role in enhancing the customer experience and maintaining a positive online presence for Mashreq. Your expertise in social care and ORM will be instrumental in driving customer satisfaction and brand reputation. You will lead a diverse team, collaborating with cross-functional partners to deliver an exceptional customer journey.

Advanced Customer & Complaint Management
- Handle complex, sensitive, or escalated customer interactions received through social media channels.
- Manage high-risk complaints, reputational risk cases, executive escalations,



and customer dissatisfaction cases.
- Act as the primary escalation point for frontline Social Care Agents.
- Drive timely resolution of critical and sensitive customer issues.

Operational Supervision
- Support daily management of social media operations.
- Monitor work queues, case allocation, ageing, backlogs, and SLA performance.
- Ensure work is distributed effectively across the team.
- Escalate workload, capacity, or service risks to the Social Care Manager.

Quality & Coaching
- Review customer responses and case handling quality.
- Provide real-time guidance and coaching to Social Care Agents.
- Support onboarding and training of recent team members.
- Promote adherence to complaint handling procedures and social media standards.

Customer Sentiment & Risk Monitoring
- Monitor social media activity for potential reputational, regulatory, or service risks.
- Identify emerging customer concerns and escalati

📌 Assistant Manager (Karnataka)
🏢 Mashreq
📍 Karnataka