Social Media Query Management Agent (Non-Voice BPO Contact Center)

Job Description

Title: Social Media Query Management Agent (Non-Voice BPO Contact Center)

Company Name: Intellier LTD.

Vacancy: 50

Age: 20 to 34 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 1 to 2 years
• The applicants should have experience in the following business area(s): Telecommunication, Call Center
• Freshers are also encouraged to apply.

• Bachelor/Honors

• 1 to 2 years
• The applicants should have experience in the following business area(s): Telecommunication, Call Center
• Freshers are also encouraged to apply.

• Age 20 to 34 years

• Monitor and manage customer interactions across social media platforms such as Facebook (Messenger), WhatsApp, Email, Live chat and other digital channels.

• Respond promptly and professionally to customer inquiries, complaints, comments, and messages.

• Provide accurate information regarding products, services, promotions, and company policies.

• Escalate complex customer issues to the appropriate departments and ensure timely resolution.

• Maintain predefined Service Level Agreements (SLAs) for response and resolution times.

• Track, document, and update customer interactions in CRM and ticketing systems.

• Monitor social media conversations to identify customer concerns, trends, and potential reputational risks.

• Collaborate with internal teams including Customer Service, Marketing, Sales, and Technical Support to resolve customer issues.

• Ensure all communications adhere to company guidelines, compliance requirements ,and brand standards.

• Contribute to continuous process improvement initiatives to enhance customer satisfaction.

• Ready to work at night Shift.