Company: Flo Mattress
LinkedIn- https://in.linkedin.com/company/flo-mattress
Location: Saki Naka, Mumbai | Work from Office
Job Type: Full-Time | Experience:1–3 Years
Process: Blended – Social Media, Voice & Non-Voice
ABOUT THE ROLE
We are looking for a Customer Retention & Escalations Executive to manage customer concerns across social media and other support channels. The role involves handling complaints, escalations, returns, and retention cases while ensuring a positive customer experience.
KEY RESPONSIBILITIES
- Handle customer complaints and escalations received through social media, calls, emails, and messaging platforms.
- Respond to customer concerns promptly and professionally, within defined TATs.
- Handle returns, replacements, delivery issues, and service-related concerns.
- Identify retention opportunities and provide suitable solutions to minimise customer churn.
- Coordinate with Operations, Logistics, Quality, and other internal teams for resolution.
- Handle difficult customers with empathy, professionalism, and strong negotiation skills.
- Maintain accurate records of customer interactions, escalations, and resolutions.
- Identify recurring concerns and share insights to improve customer experience.
REQUIREMENTS
- 1–3 years of experience in Customer Support, Customer Experience, Retention, or Escalation Management.
- Prior experience handling social media complaints/escalations preferred.
- Excellent verbal and written communication skills.
- Strong negotiation, problem-solving, and conflict-resolution skills.
- Good understanding of CRM/customer support platforms.
- Ability to manage multiple cases and channels simultaneously.
- Customer-first approach with strong ownership and follow-up skills.
- Comfortable working from office in Saki Naka, Mumbai.
IDEAL CANDIDATE
Someone who is confident, empathetic, proactive, and solution-oriented, with the ability to handle public-facing customer complaints while protecting customer relationships and the brand experience.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
Application Question(s):
- Do you have 1–3 years of experience handling customer queries or complaints through social media platforms?
- Have you handled customer escalations on social media and coordinated internally to provide timely resolutions?
Work Location: In person
