Ensure handling of social media complaints, disputes, complaints and requests raised by the customers. Ensure coordination with internal teams and clients for effective and timely closures.
Liaise with relevant stakeholders and cross functions to deal with client requests and troubleshoot problems.
Define Escalation Management matrix and adhere to the same. Conduct daily/weekly/monthly review with Key Customers and internal stakeholders on defined parameters and related developments and enhancements.
Conduct trend analysis on defined parameters and highlight the analysis to the senior management.