Social Media Customer Support Associate (CSA)

We are hiring experienced Social Media Customer Support Associates (CSA) for a leading e-commerce customer support process. The ideal candidate should possess excellent written and verbal communication skills, strong typing proficiency, and the ability to handle customer queries and escalations through social media platforms. The role requires professionals who can deliver high-quality customer service, resolve escalations efficiently, and maintain customer satisfaction while meeting operational performance targets. Key Responsibilities Handle customer queries, complaints, and escalations received through social media channels. Provide accurate, professional, and timely responses to customer concerns. Resolve order-related, delivery, refund, return, and payment-related queries. Coordinate with internal teams to resolve complex customer escalations. Maintain professional communication and brand reputation across digital platforms. Ensure customer satisfaction through effective problem-solving. Maintain accurate customer interaction records. Achieve assigned productivity, quality, and resolution targets. Follow process guidelines, escalation procedures, and company policies. Eligibility Criteria Experience Minimum 1 year of continuous BPO experience is mandatory. Prior experience in customer support, social media escalations, chat support, or email support is preferred. Communication Skills Excellent English communication skills. Versant Level 5 mandatory. Strong written communication, grammar, and comprehension. Typing Requirements Minimum typing speed: 35 WPM Minimum typing accuracy: 90% Educational Qualification Graduates and undergraduates can apply. Workforce planning target: 60% graduates and 40% undergraduates. Selection Process Candidates must successfully clear the following stages: HR Screening Typing Test – 35 WPM with 90% Accuracy Psychometric / Aptitude Assessment Versant Level 5 Assessment Operations Interview Training Assessment Client Round Required Skills Social Media Customer Support Customer Escalation Management Written and Verbal Communication Customer Complaint Resolution Chat and Email Support Typing Speed and Accuracy Customer Relationship Management Problem-Solving Skills Multitasking and Time Management E-commerce Customer Support Preferred Candidate Profile We are looking for candidates who: Have at least 1 year of continuous BPO experience. Possess excellent English communication skills. Can handle social media escalations professionally. Have strong typing and written communication abilities. Are comfortable working in a target-driven BPO environment. Can maintain high customer satisfaction and quality standards. Recruitment Partner: Trove Consulting Pvt. Ltd.