Sr Process Executive - Rider Support Specialist

Responsibilities

• Monitor social media platforms consistently to identify customer inquiries, complaints, and product-related discussions for hi tech offerings and document all relevant details in an organized manner.
• Respond to social media messages and comments with clear and empathetic English communication that aligns with company guidelines and enhances customer satisfaction.
• Collaborate with customer service teams to route complex social media issues to the appropriate internal contacts and track their resolution status accurately.
• Analyze social media conversations to recognize patterns related to product performance, customer expectations, and emerging issues and summarize findings for continuous improvement.
• Provide timely updates to stakeholders on high priority social media incidents ensuring that potential reputation risks are flagged early and handled with care.
• Maintain accurate records of social interactions, customer feedback, and resolution outcomes to support reporting dashboards and service quality metrics.
• Contribute to the refinement of social response templates and knowledge materials so that future interactions become more efficient, consistent, and helpful for customers.
• Coordinate with marketing and product teams to share meaningful insights from social channels that can influence campaigns, feature enhancements, and support strategies.
• Engage in proactive listening across digital communities to identify opportunities for positive engagement and to highlight success stories that reflect company impact on society.
• Follow defined procedures for escalation, privacy, and data handling in every social interaction to protect customer information and uphold company standards.
• Participate in regular reviews of social media performance metrics and suggest practical actions that can improve response times, satisfaction scores, and overall digital experience.
• Contribute to a culture of customer centricity by consistently representing the voice of the customer gathered from social channels and demonstrating the value of attentive service.

Qualifications

• Demonstrate strong spoken English skills with the ability to communicate clearly professionally and with empathy across diverse customer groups in social environments.
• Show hands-on experience in customer service within a one to two year range with exposure to handling inquiries, complaints, and feedback in fast-paced situations.
• Show familiarity with hi tech products or services and the ability to understand basic technical terms so that social media conversations can be interpreted accurately.
• Apply working knowledge of common social media platforms and monitoring tools to capture mentions, tags, and keywords efficiently throughout each workday.
• Exhibit solid problem-solving skills and attention to detail when assessing customer posts and determining the best course of action for resolution or escalation.
• Display reliability in an office-based work setting with readiness to operate in day shift schedules and maintain consistent monitoring coverage.
• Display an orientation toward service quality and continuous improvement by using insights from social interactions to suggest enhancements that benefit customers and the broader community.