Position Overview : Play pivotal role in ideating, strategising 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. Lead a team of 15-20 team members to monitor social media sentiment, resolve customer complaints under defined TAT and ensure highest guest pacification. Must have managed early stage to late stage startup brands online or major MNCs/FMCG brand reputation. 2. We value willingness more than experience so candidates with a passion to improve customer experience and those willing to go beyond the line of duty to help customers are encouraged to apply. Prefer some prior experience in handling executives. 3. A hands-on role, which will involve designing the executing, processes, finding gaps and improving the same on continuous basis. Drive processes with the help of country local teams and portray positive presence on social media platforms 4. Guide the team on root-cause analysis, strong why-why analysis and engage with stakeholders accordingly. 5. A high visibility role with closed room interactions by CXOs. Lead projects independently to achieve targets in set timelines with a team of executives to work on social media cases. 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

Gurgaon/Gurugram

OYO Rooms - Manager/Senior Manager - Online Reputation Management - Customer Service Team 

OYO Rooms - Manager/Senior Manager - Online Reputation Management - Customer Service Team  ,Job Description for OYO Rooms - Manager/Senior Manager - Online Reputation Management - Customer Service Team  in OYO in  Gurgaon/Gurugram for (4-6) years of experience. Apply Now!

Job Description for OYO Rooms - Manager/Senior Manager - Online Reputation Management - Customer Service Team  in OYO in  Gurgaon/Gurugram for (4-6) years of experience. Apply Now!