Job Title: Customer Service Executive – Social Media Escalation

Job Type: Full-Time

Experience: Minimum 2+ Years

Education: Bachelor’s Degree in Any Discipline

Department: Customer Service / Social Media Support

About the Role

We are looking for an experienced Customer Service Executive – Social Media Escalation to manage customer queries, complaints, and escalations across social media and other customer support channels. The ideal candidate should have hands-on experience in customer service, online reputation management, complaint resolution, and handling escalated customer issues.

The candidate must possess excellent communication skills, a customer-first approach, and the ability to resolve sensitive issues professionally within defined timelines.

Key Responsibilities

- Handle customer queries, complaints, and escalations received through social media platforms such as Facebook, Instagram, X (Twitter), and other digital channels.
- Respond promptly and professionally to customer comments, messages, reviews, and complaints.
- Manage high-priority and sensitive customer escalations, ensuring timely and satisfactory resolution.
- Coordinate with internal teams to investigate complaints and provide appropriate solutions.
- Monitor social media interactions and identify potential customer dissatisfaction or reputational risks.
- Ensure all responses comply with company policies, brand guidelines, and service standards.
- Maintain accurate records of customer interactions, escalations, and resolutions.
- Follow up on pending complaints to ensure closure within defined Service Level Agreements (SLAs).




- Improve customer satisfaction through effective communication and proactive issue resolution.
- Track and report key metrics, including response time, resolution time, customer satisfaction, and escalation volume.
- Identify recurring customer issues and recommend process improvements to reduce complaints.
- Maintain a professional and empathetic tone while handling difficult customers and sensitive situations.

Required Skills & Qualifications
- Bachelor’s degree in any discipline.
- Minimum 2 years of experience in customer service, social media customer support, or escalation management.
- Prior experience in a similar customer service role is mandatory.
- Hands-on experience handling customer complaints and escalations on social media platforms.
- Excellent written and verbal communication skills.
- Robust problem-solving, conflict-resolution, and customer-handling skills.
- Ability to manage multiple queries and escalations simultaneously.
- Understanding of SLAs, response time, resolution time, and customer satisfaction metrics.
- Proficiency in MS Office and customer support tools or CRM platforms.
- Ability to work under pressure and manage sensitive customer situations professionally.

Preferred Candidate Profile
- Experience in social media escalation management and online complaint resolution.
- Ability to handle negative comments, customer grievances, and high-priority cases.
- Strong coordination skills for cross-functional complaint resolution.
- Customer-focused, detail-oriented, and proactive in resolving issues.

Pay: Up to ₹600,000.00 per year

Work Location: In person

📌 Customer service - Social Media Escalation (Navi Mumbai)
🏢 Bank Payroll
📍 Navi Mumbai