Job description

Role - Social Media Consultant

Location - Bangalore

About Flipkart

In 2007, we started the Flipkart journey by selling books online. But now, over a decade later, our story is quite different. Today, Flipkart is India’s largest online marketplace and one of India’s leading technology powerhouse that is disrupting the way India shops online. What has got us here? The dynamic, passionate and talented folks we call Flipsters!

Our core values define our identity and form the basis of our actions and reflect in everything that we do at Flipkart. Values enable us to shape the desired organizational culture in which each Flipster can thrive and be at their best.

We believe in taking bold bets and changing the paradigm, having a sense of urgency to solve problems strategically and putting great ideas into action. We look at the world from our customer’s point of view and keep customers at the heart of everything we do. We strive to do the right thing always and stay committed to our customers and stakeholders.

Brief: As a Social Care Executive, you’ll be responsible for evaluation of customer queries/complaints, timely/ effective response management, and partnership with cross-functional teams to resolve issues across our social platforms. This role requires work from office and candidates should be willing to work across all shifts (24x7 support process).

Roles & responsibilities

●    Reviewing social media posts and responding within the agreed first response timeline.

●    Monitoring customers' engagement and feedback on every post.

●    Creating/personalising written pieces that are sharp, memorable, and effective at prompting customers to take action.

●    Optimising content for different platforms.

●    Collaborating with various teams to resolve queries/concerns and to contain viral posts

●    Monitoring social media metrics.

Skills and Experience

●    1-2 years of social media engagement experience

●    A keen eye for details and resolution orientation

●    Problem-solving skills

●    Strong written communication skills with a deep understanding of grammar nuances

●    Editing and proofreading skills

●    Customer orientation with the ability to multitask

Hiring checks

Stage 1

Stage 2

Stage 3

Stage 4

RMG Screening

Typing test

Grammar Test

(85% score)

Chat

28WPM/90% accuracy.

Simulation

Candidates with assessment scores greater than 85% will be eligible for the email/chat assessment with the assessor and they will progress to the next stage of evaluation.

1. RMG Screening - Basic communication skills and background/experience checks - Versant 5
2. Typing test - Online typing test
3. Grammar test -
4. Chat Simulation-

If the candidate clears all the above steps, he/she will have the final evaluation round with the Training and Operations Team.