Analyst - Consumer Support Lennox India Technology Centre Litc

2.0 - 5.0 years

2 - 5 Lacs

Chennai, Tamil Nadu, India

On-site

Job Overview: We are seeking a highly experienced and dynamic individual to join our Contact Center team as a Social Media and/or Email Representative. This role is ideal for someone with a strong background in consumer service and a deep understanding of social media platforms and email with B2C experience. The successful candidate will be responsible for managing and responding to customer inquiries, feedback, and issues across various social media channels. They will also work to enhance customer satisfaction and uphold the companys brand image. Key Responsibilities: Monitor and Respond to Social Media/Email Engagement: Actively manage and respond to customer inquiries, complaints, and feedback on all social media platforms, ensuring timely and professional communication. Customer Issue Resolution: Resolve customer issues efficiently by providing accurate information, troubleshooting problems, and escalating matters as needed while maintaining a high level of customer satisfaction. Engage with Customers: Create and foster positive engagement with customers across platforms, proactively addressing concerns and promoting brand loyalty. Content Moderation: Monitor posts, comments, and messages for appropriateness, ensuring content aligns with company policies and brand voice. Collaboration with Teams: Work closely with other teams (marketing, product, and technical support) to systematically escalate issues with relevant stake holders, share feedback, and ensure customer concerns are addressed in a holistic manner. Brand Advocacy: Represent the brand s voice with professionalism and empathy, ensuring consistency in communication and fostering a positive online presence. Qualifications Proven experience in a high-volume customer service or contact center environment, with a focus on the U.S. consumer segment. 5+ years of social media experience and/or U.S. based email B2C correspondence. Strong understanding of social media platforms (e.g., Facebook, Twitter, Instagram) and tools for social media monitoring and engagement. Excellent written and verbal communication skills, with the ability to craft professional and friendly responses tailored to the U.S. audience. Highly skilled at problem-solving and conflict resolution, with an ability to maintain composure in challenging situations. Ability to manage multiple social media conversations simultaneously while providing personalized attention. Experience in managing customer sentiment and driving positive online interactions. A strong sense of urgency and attention to detail, ensuring prompt responses and accurate information delivery. Tech-savvy with a good understanding of Salesforce and social media management software. Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.

Posted 2 weeks ago

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Classroom Trainer - Salesforce NareshIT

5.0 - 10.0 years

5 - 10 Lacs

Hyderabad / Secunderabad, Telangana, Telangana, India

On-site

Naresh IT KPHB branch is hiring for an experienced salesforce trainer. Candidates Should have a good knowledge on Salesforce(admin, Development & LWC). Upto date knowledge of IT skills. Designing the Course modules as per the skills .Classroom Training experience is mandatory. Looking for only classroom Trainers. Mandatory to have training experience. Responsibilities: Design and deliver comprehensive Salesforce training programs for students at various experience levels. Develop engaging and interactive course modules that cover core Salesforce concepts in Administration, Development using tools like Apex and Visualforce, and building user interfaces with Lightning Web Components. Stay up-to-date with the latest Salesforce features and functionalities, integrating them into your curriculum. Effectively explain complex Salesforce concepts in a clear and concise manner. Conduct hands-on labs and projects to solidify student understanding and prepare them for real-world Salesforce challenges. Provide ongoing support and guidance to students throughout the training program. Actively seek feedback from students and industry professionals to continuously improve the training content.

Posted 1 month ago

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