09/04 Manu Yadav
Senior Talent Acquisition Specialist at OYO

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OYO Rooms - Manager - Customer Service (4-6 yrs)

Gurgaon/Gurugram Job Code: 684816

Position Overview :

Play pivotal role in ideating, strategizing and executing world class customer service standards for all customers on OYO platform. Strong project management skills to drive cross functional projects with multiple stakeholders coupled with exceptional leadership skills. Ability to hustle and solve for critical customer escalations .

Job Responsibilities :

1. Leading of 15-20 team members to monitor social media sentiment, resolve customer complaints under defined TAT and ensure highest guest pacification.

2. Drive on-ground and digital campaigns on social media platforms

3. Guide the team on root-cause analysis, identify process gaps and process correction

4. Devise strategy to improve quality of customer service processes, gain cost advantage and drive innovation projects

5. Leading projects independently to achieve targets in set timelines

6. Reporting to Head of Customer Service

Required Skills and Experience :

1. Total work-experience of 4-6 years

2. Proven track record to work in a highly dynamic work environment

3. Understanding of social media platforms and escalation management

4. Strong stakeholder management skills

Women-friendly workplace:

Maternity and Paternity Benefits

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