Hiring Lead at Havoc Consultants
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Assistant Manager - Online reputation Management & Customer Care - BFSI (2-10 yrs)
- Manage online reputation for the brand & business through social listening tools.
- Online Reputation Management (ORM) across all social media platforms including Facebook, Twitter, LinkedIn & Instagram etc.
- Respond & Communicate with followers/customers, respond to queries in a timely manner and monitor customer requests/reviews/complaints.
- Manage Customer Care Email team members.
- Manage customer complaints and escalations & prepare RCA.
- Monitor social media chatter with respect to the brand/business across digital platforms and take corrective measures to reduce the impact of negative chatter.
- Influencer Management Daily track brand mentions from Influencers and oversee complaint management on immediate basis. Identify detractors on daily basis & strategize to turn around sentiment.
- Maintain and improve the brand/business reputation while collaborating with internal stakeholders and agencies.
- Co-ordinate with various teams like Digital/Marketing/ PR Team on regular basis for customer care related promotions/issues/detractor management
Stay up to date with current technologies and social media trends, design tools and applications
Essential Skills :
- Hands on content management and copywriting experience
- Knowledge of online marketing channels
- Analytical and multitasking skills
- Hands on experience on social listening tools
- Should be dedicated and display integrity.
- Willingness to learn with an attitude of continuous improvement.