Position - Lead - Social Media Complaints Report to - Head Call Centre Operations , Location - Bangalore Job description: As a Social Media Lead, you will be at the front of customer engagement and manage Escalations/Grievances and ORM (Online Reputation Management), manage the agencies and agents who are responding to customer reviews and comments across social media platforms. Process Management: - Manage Escalations and Grievance handling, ensure a high resolution% - To act as a point of contact for Sr. Leadership and provide quick closures on sensitive cases. - Manage Social Media Exposure, handle complaints and reviews across multiple social media handles. - Publish weekly and Monthly summary to all stakeholders with actionable. - Drive process Improvements, periodically publish product/process insights derived from teams inputs and liaise with internal teams and work on solutions. - Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints. Team Management: - Manage a team of L0 agents at agency level and create a collaborative work environment. - Drive team's performance, considering quantity and quality both in check, via periodic performance discussions. - Ensure period training to the team and everyone is up to date with necessary process information. Required Skills & Experience: - A strong customer-centric approach should be comfortable and convincing at customer interaction handling. - Excellent communication skills, both written and verbal, with the ability to lead conversations. - Can work under pressure, short deadlines, and handle difficult conversations. - Self- Starter with an analytical orientation; skilled at balancing between short-term needs and long-term investments; thrives on change and comfortable with ambiguity; collaborative, process-driven, and decisive workstyle. - A structured solution-oriented approach should understand the problem clearly and quickly. - A team player should be able to coordinate with internal and external stakeholders seamlessly. - 5 - 6 years' experience in team handling and a strong background in customer operations and service.

Bangalore

Lead - Social Media Complaints - Call Centre 

Job Description for Lead - Social Media Complaints - Call Centre  in People Impact in  Bangalore for (5-12) years of experience. Apply Now!