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06/02 Careers
Recruiter at PhonePe

Views:471 Applications:129 Rec. Actions:Recruiter Actions:26

PhonePe - Manager - Customer Operations - Social Media Team (8-10 yrs)

Bangalore Job Code: 794782

PhonePe - Manager - Customer Operations - Social Media Team

- PhonePe is looking for a strong, customer-oriented Manager to manage our Social Media support team.

- The position will report into the Senior Manager- CS operations having a team of 15-20 specialists reporting to them.

- The manager’s responsibility will include hiring, coaching and building the team to resolve customer issues efficiently & in a manner that reflects the ethos of our brand.

- To build and manage relationships with internal and external teams to improve customer experiences.

- To be open to learning continuously, have strong data orientation, curiosity and an analytical mindset.

- Prior knowledge of handling support through social media platforms such Facebook, Twitter will be an advantage.

Roles and Responsibilities :

- Scale and manage a team of social medial support specialists

- Work in ways that help move the needle on social support and how that relates to our brand.

- Manage internal and external escalations from customers, business partners and within the team

- Communicate effectively and concisely with employees and internal partners

- Provide feedback to management regarding necessary changes and updates, including but not limited to policies, procedures and customer care issues

- Analyse changes in case volume, identify trends that arise and communicate findings to the appropriate stakeholders

- Ensure the team is up-to-date on all policy, process and product changes

- Provide coaching and feedback to ensure the team maintains a high level of productivity and quality

- Engage with employees to improve morale and performance.

- Conduct periodic reviews for all direct reports and provide feedback to other teammates as needed

Qualifications :

- 8+ years of experience in customer operations, banking operations, management, compliance, fraud or legal support

- 3+ years of experience in people management

- Handling Social media CRM- s, worked in a set up that has various channels, Phone, email, chat etc for the social media channels

- Strong Analytical and data handling skills

- Manage and prepare reports, present to leadership

- Working in a high-performance environment and ability to consistently deliver

- Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

- Excellent communication, interpersonal, organizational and follow-up skills

- Well-developed sense of urgency and follow through

- Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision

- Ability to utilize the Internet for investigating and identifying industry trends

- Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders

- Ability to identify, analyse and report risk trends to improve customer experience

- Experience with the review and moderation of user-generated content

Women-friendly workplace:

Maternity and Paternity Benefits

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