Social Media Monitoring & Engagement
- Maintain consistent brand voice and professional communication standards.
- Respond promptly to customer inquiries, feedback, and service requests.
- Improve customer trust through active and timely engagement and across all social media platforms
- Identify and address customer concerns before they escalate.
Social Media Complaint & Issue Management
- Handle customer complaints professionally on public and private channels.
- Protect brand reputation through controlled and respectful responses.
Track issues to ensure complete and timely resolution.
Provide accurate information and clear resolutions to customer issues.
Social Media Support Analytics & Reporting
- Analyse customer interactions to identify recurring issues and trends.
- Use insights to improve support processes and customer experience and Support data-driven decisions for continuous service improvement.
- Generate performance reports to measure service effectiveness.
- Resolve customer technical issues in a timely and professional manner.
