Gitansh Sharma Email & Phone Number

Social Media Handling:Monitoring Platforms: This involves actively monitoring various social media platforms like Facebook, Twitter, Instagram, LinkedIn, and others for customer inquiries, feedback, and complaints.Responding to Customers: Responding promptly and professionally to customer queries, comments, and complaints on social media platforms. This includes providing accurate information, resolving issues, and offering solutions to customer problems.Managing Reputation: Managing the company's online reputation by addressing both positive and negative feedback in a constructive manner. This may involve de-escalating tense situations, acknowledging customer concerns, and taking appropriate actions to resolve issues.Creating Content: Collaborating with the marketing team to create engaging and informative content for social media channels, including FAQs, announcements, promotions, and educational materials.Team Leadership:Setting Objectives: Setting clear goals and objectives for the customer service team, aligned with the company's overall vision and customer service standards.Training and Development: Providing training and development opportunities for team members to enhance their skills in customer service, social media management, communication, and conflict resolution.Monitoring Performance: Monitoring team performance metrics such as response times, customer satisfaction scores, resolution rates, and quality of interactions.Coaching and Feedback: Providing regular coaching, feedback, and performance evaluations to team members to help them improve their performance and achieve their goals.Handling Escalations: Handling escalated customer issues and complaints that require senior-level intervention or specialized knowledge.Team Collaboration: Fostering a collaborative and supportive team environment, encouraging teamwork, knowledge sharing, and effective communication among team members.Process Improvement: Identifying opportunities for process improvement and implementing strategies to streamline workflows, enhance efficiency, and deliver exceptional customer experiences.Overall, customer service work in social media handling and team leadership requires strong communication skills, empathy, problem-solving abilities, strategic thinking, and a customer-centric approach to ensure customer satisfaction and team success.

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  Delhi University

  Business Administration And Management, General