Role: Social Media Specialist- Escalation Desk
About Spinny:
Founded in 2015, Spinny is a used car retailing platform that aims to bring about transparency and convenience in the car buying and selling process in India. Spinny operates across the entire value chain of pre-owned cars, embedding superior technology and processes to deliver a premium experience to customers. As a testimony of Spinny’s commitment to transparency and quality, every car on the Spinny platform comes with a 200-point inspection checklist, 5-day no questions asked money-back guarantee, and 1- year after- sales warranty. Spinny is backed by leading global venture firms – Tiger Global, ADQ, Avenir Growth, Accel Partners, and Elevation Capital, and is currently valued at ~ USD 1.8 Bn.
Key Responsibilities include:
- Handle and track customer queries received via online ratings, customer reviews, Twitter, and other social platforms
- Act as a single point of contact for the customer and provide end-to-end resolution
- Handle complaints by identifying customers’ needs and provide appropriate solutions and alternatives within defined time frames
- Liaison with internal stakeholders to decide the best possible and fastest resolution to customer queries
- Good understanding of social media platforms
Requirements:
- Should be comfortable with 6 days working.
- Relevant experience in handling high priority escalations
- Graduate with a minimum 1 year of experience.
- Strong command over English (written and verbal)
- High empathy and strong customer orientation.
- Strong Communication skills to appropriately handle agitated customers
- Ability to switch between tasks and handle queries of multiple natures
- Good stakeholder management skills to navigate processes and ensure issue resolution in defined TATs
- Problem-solving skill
Location: Sector 48, Gurugram