Oversee & manage all customer communications on WhatsApp, Facebook, Instagram, X & Google.

Ensure responses are professional, accurate, aligned with brand guidelines & timely.

Handle complex or sensitive cases and escalate issues as needed.

Monitor team performance metrics such as response time, resolution rate & customer satisfaction.

Identify trends in customer inquiries or complaints & recommend improvements.

Ensure accurate documentation of all customer interactions in the CRM/social care system.

Work closely with Sales, Service, Parts, Marketing & other departments to resolve customer issues efficiently.

Escalate unresolved/high-priority issues to the relevant department/management.

Prepare regular reports on social care activities, including customer feedback, response performance & emerging trends.

Provide actionable insights & recommendations to senior management to improve customer experience.

Contribute to developing & implementing digital engagement strategies.

Ensure the team consistently delivers a positive, solution-oriented customer experience aligned with company objectives.