Assistant Manager - Online reputation Management & Customer Care - BFSI

- 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.