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Meesho

Senior Associate- Social Media Excellence

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Bangalore, Karnataka

2d ago
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Job Description

About the team

It's no secret that Meesho is making massive leaps toward becoming the most used e-commerce app in India. 💪 As we continue our rapid growth, our Social Media Excellence Team plays a critical role in transforming customer interactions into powerful brand experiences. This specialized team works at the intersection of customer service, crisis management, and brand communication. We are the frontline defenders of Meesho's reputation, turning potential escalations into opportunities to showcase our commitment to customer satisfaction. Our team consists of empathetic problem-solvers who thrive in fast-paced environments and are passionate about creating exceptional user experiences. We collaborate closely with cross-functional teams including product, operations, and logistics to resolve user issues promptly and effectively. Our north star is to make Meesho synonymous with outstanding social media management in the e-commerce space while ensuring every customer feels valued and heard. We live by the principle of working hard and partying harder — because creating outstanding customer experiences is both challenging and rewarding! 😉

About the role

As a Social Media Excellence Specialist, you'll be responsible for monitoring, managing, and resolving customer escalations across all social media platforms. You'll transform negative experiences into positive ones through empathetic engagement and swift resolution. Using data-driven insights, you'll identify patterns in customer issues and collaborate with internal teams to implement systemic solutions. You'll become an expert in crisis management, developing playbooks for various scenarios and ensuring Meesho maintains its reputation for exceptional customer care. You'll also contribute to establishing industry-leading social media management practices that set Meesho apart from competitors. You'll keep abreast of the latest social media trends and understand how to capitalize on opportunities as they arise. You'll challenge convention with out-of-the-box ideas 💡 and always look to push the envelope in creating memorable customer experiences that generate positive word-of-mouth.
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