Telecom Social Media Escalations Handling, Blended Process Job Description Template
The Telecom Social Media Escalations Handling role in a blended process involves addressing and resolving customer issues raised on social media platforms. The role requires exceptional communication and problem-solving skills to manage concerns efficiently while maintaining a positive company image. You will be responsible for monitoring social media channels, providing timely responses, and escalating complex issues to appropriate departments for resolution.
Responsibilities
- Monitor and respond to customer service inquiries and escalations on social media platforms.
- Identify and escalate complex issues to relevant departments for resolution.
- Maintain and enhance the company's reputation through effective communication and support.
- Document and track all escalations to ensure timely and effective resolution.
- Collaborate with cross-functional teams to resolve customer concerns.
- Analyze and report on social media metrics related to customer service and escalations.
- Stay updated with industry trends and best practices in social media customer service.
Qualifications
- Bachelor's degree or equivalent experience in customer service, communications, or a related field.
- Proven experience in handling social media escalations and customer service.
- Strong communication and interpersonal skills.
- Excellent problem-solving and conflict resolution abilities.
- Ability to work in a fast-paced, dynamic environment.
- Strong organizational skills and attention to detail.
Skills
- Social Media Management
- Customer Service
- Conflict Resolution
- Communication
- Problem-Solving
- Data Analysis
- Time Management
Frequently Asked Questions
A Telecom Social Media Escalations Handler in a Blended Process addresses customer concerns and issues raised through social media platforms. They analyze complaints, provide solutions, and ensure customer satisfaction. This role involves responding promptly, escalating serious matters, and collaborating with various internal teams to resolve issues effectively.
To become a Telecom Social Media Escalations Handler in a Blended Process, candidates typically need a background in customer service or social media management. Strong communication skills, problem-solving abilities, and experience in handling escalations are crucial. Additional qualifications might include certifications in customer experience management or social media strategy.
The average salary for a Telecom Social Media Escalations Handler can vary based on experience, location, and the company's size. Typically, candidates with more experience and specialized skills might command higher salaries. It is advisable to research current market trends and compensation packages to get a more accurate figure for this role.
Qualifications for this role often include a degree in communications, marketing, or a related field. Experience in customer service, social media, and conflict resolution is beneficial. Advanced knowledge of social media platforms, customer relationship management (CRM) tools, and strong writing skills are essential for effectively handling escalations.
Key skills for this role include excellent communication, empathy, quick problem-solving, and the ability to work under pressure. Responsibilities involve monitoring social media channels, responding to customer queries, escalating issues as needed, and coordinating with internal departments. Proficiency in using social media management tools and knowledge of the telecom industry is also important.