Associate Manager - Customer Support Job in Gurgaon at PayU

PayU is hiring for the role of Associate Manager - Customer Support!

Responsibilities of the Candidate:

• Monitor and manage social media escalations across multiple platforms (Facebook, Twitter, Instagram, LinkedIn, etc.) to identify and prioritize critical customer issues
• Analyze social media sentiment and engagement data to identify trends, patterns, and potential reputation risks that require immediate attention
• Collaborate with cross-functional teams including PR, legal, customer service, and management to develop comprehensive response strategies for complex escalations
• Track and report on escalation metrics including response times, resolution rates, sentiment improvements, and customer satisfaction scores
• Conduct root cause analysis of recurring social media issues to identify systemic problems and recommend preventive solutions
• Engagement with complainants and respond to customer queries & complaints via available mediums (Social media platforms, Emails, Calls)

Requirements:

• Graduate (Bachelor’s degree), degree in communication, marketing is a +
• 2-4 years of proven experience in social media management, customer service, or crisis communication
• Demonstrated experience handling customer escalations in digital environments
• Experience with social media management tools and analytics platforms