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We are seeking a proactive and customer-focused individual to join our team as a Social Media Chat Support Executive. The candidate will be responsible for managing customer queries and complaints across social media platforms (Facebook, and Instagram), maintaining accurate records, performing follow-ups, and collaborating with internal teams to ensure customer satisfaction.
Key Responsibilities:
Manage Social Media Customer Queries/Complaints:
- Monitor and respond to customer queries and complaints on Facebook and Instagram in a timely and professional manner.
- Address customer concerns with empathy, providing solutions or escalating issues as necessary.
Record Social Media Data:
- Accurately record customer interactions, feedback, and complaints in Excel.
- Maintain organized and up-to-date records of social media engagement and response outcomes.
- Generate reports based on customer feedback for internal analysis.
Customer Follow-Up Calls:
- Initiate follow-up calls to customers regarding pending or unresolved queries/complaints.
- Provide updates on complaint resolution status, gather additional information, and ensure customer satisfaction.
- Document outcomes of follow-up calls and update customer records accordingly.
Collaboration for Social Media Complaints:
- Work closely with ASP (After-Sales Support) and AFS (After-Sales Service) teams to ensure swift resolution of complaints raised through social media.
- Follow up with internal teams on customer complaint status and ensure that resolution timelines are met.
- Ensure a seamless customer experience from social media engagement to final resolution.
Job Details
TCL Electronics Pakistan (Pvt.) Ltd.
TCL stands for “The Creative Life,” a slogan that represents TCL’s aspirations of building one of China’s most innovative and resourceful enterprises. Founded in 1981, TCL is one of the largest consumer electronics enterprises in China with a global presence. TCL Corporation has three listed companies: TCL Corporation (SZ.000100), TCL Multimedia (HK.1070) and TCL Communication (HK.2618). Currently, TCL Corporation has set up four business units – TCL Multimedia Holdings, TCL Communication Holdings, China Star Optoelectronics Technology and TCL Home Appliances Group, as well as six business groups – System Technology Unit, Techne Group, Emerging Business Group, Investment Group, Highly Information Industry and Real Estate Group. Over 30 years of consistently diligent efforts along with China’s reform and opening-up policy, motivated by the company’s focus on dedication and innovation, TCL has grown into a leading enterprise in China's electronics information industry. In 1999, TCL began forging its path into the globalized market. After years of promoting its brands in the emerging markets and partnering with well-established brands in the European and American markets, TCL is the pioneer in the drive for Chinese enterprises seeking both domestic and international recognition./p
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