Customer Retention & Social Media Escalations

Job description

Company: Flo Mattress LinkedIn- https://in.linkedin.com/company/flo-mattress Location: Saki Naka, Mumbai | Work from Office Job Type: Full-Time | Experience:1–3 Years Process: Blended – Social Media, Voice & Non-Voice ABOUT THE ROLE We are looking for a Customer Retention & Escalations Executive to manage customer concerns across social media and other support channels. The role involves handling complaints, escalations, returns, and retention cases while ensuring a positive customer experience. KEY RESPONSIBILITIES • Handle customer complaints and escalations received through social media, calls, emails, and messaging platforms. • Respond to customer concerns promptly and professionally, within defined TATs. • Handle returns, replacements, delivery issues, and service-related concerns. • Identify retention opportunities and provide suitable solutions to minimise customer churn. • Coordinate with Operations, Logistics, Quality, and other internal teams for resolution. • Handle difficult customers with empathy, professionalism, and strong negotiation skills. • Maintain accurate records of customer interactions, escalations, and resolutions. • Identify recurring concerns and share insights to improve customer experience. REQUIREMENTS • 1–3 years of experience in Customer Support, Customer Experience, Retention, or Escalation Management. • Prior experience handling social media complaints/escalations preferred. • Excellent verbal and written communication skills. • Strong negotiation, problem-solving, and conflict-resolution skills. • Good understanding of CRM/customer support platforms. • Ability to manage multiple cases and channels simultaneously. • Customer-first approach with strong ownership and follow-up skills. • Comfortable working from office in Saki Naka, Mumbai. IDEAL CANDIDATE Someone who is confident, empathetic, proactive, and solution-oriented, with the ability to handle public-facing customer complaints while protecting customer relationships and the brand experience. Pay: ₹20,000.00 - ₹30,000.00 per month Benefits: • Provident Fund Application Question(s): • Do you have 1–3 years of experience handling customer queries or complaints through social media platforms? • Have you handled customer escalations on social media and coordinated internally to provide timely resolutions? Work Location: In person