Social Media Executive (Customer Engagement)

Location:

GB Palya Bangalore

Experience:

1–3 Years

Job Summary:

We are looking for a proactive and customer-focused Social Media Executive to manage all customer interactions across our social media platforms. The role involves handling DMs, comments, and reviews, ensuring timely responses, issue resolution, and maintaining a positive brand image.

Key Responsibilities:

Social Media Interaction & Support:

• Manage and respond to Direct Messages (DMs) on Instagram, Facebook, WhatsApp, and other platforms

• Handle comments on posts, reels, and ads in a polite and brand-aligned manner

• Respond to customer reviews on Google, Facebook, and other review platforms

Customer Query & Complaint Handling:

• Address customer queries related to orders, delivery, returns, refunds, products, and store details

• Coordinate with internal teams (operations, store team, CRM, logistics) for quick issue resolution

• Escalate critical or sensitive issues to the concerned team

Brand Reputation Management:

• Maintain a professional and positive brand tone in all communications

• Monitor social media pages for spam, inappropriate comments, or fake queries

• Encourage satisfied customers to leave positive reviews when appropriate

Reporting & Documentation:

• Maintain daily logs of customer interactions and unresolved issues

• Share regular reports on common customer issues, feedback, and customer sentiment

• Track response time and ensure adherence to defined SLAs

Skills & Requirements:

• Excellent written communication skills in English (Hindi or regional language is a plus)

• Prior experience in social media handling or customer support

• Strong problem-solving and conflict-handling skills

• Familiar with Instagram, Facebook, Google Reviews, and WhatsApp Business

• Basic understanding of e-commerce processes is preferred

• Ability to multitask and work in a fast-paced environment

Preferred Qualifications:

• Experience in fashion, retail, or D2C brands

• Knowledge of CRM tools or social media management tools is an advantage

What We Offer:

• Growth opportunities in a fast-growing brand

• Exposure to brand communication and customer experience

• Supportive team and learning environment