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21/01 Moumita
Senior Talent Acquisition Specialist at Skillventory - A Leading Talent Research Firm

Views:90 Applications:26 Rec. Actions:Recruiter Actions:15

Social Media Manager - Online Reputation Management (5-8 yrs)

Delhi/Delhi NCR Job Code: 1036807

Are you ready to take the next leap in your career?

If you are looking for an opportunity to create an impact using your knowledge & expertise with the objective of maximising company performance, then we may have just the right opening for you.

Role : Social Media Manager (Online Reputation Management)

Location : New Delhi

Roles & Responsibilities

- As an Escalations and Social Media Associate, you will be at the front of customer engagement and manage Escalations/Grievances and ORM (Online Reputation Management).

- Excellent understanding of all Listening tools, social media & digital skills.

- Mentions to be tracked on Social Media, company website, forums, etc., based on defined keywords handles.

- Manage Queries, Escalations and Grievance handling; ensure a high-resolution percentage and closures within TAT.

- 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. Keep records of all conversations in CRM in a comprehensible way

- Drive process Improvements, periodically publish product/process insights derived from team's inputs and liaise with internal teams and work on solutions.

- Familiarity with CRM systems and practices, tracking of customer interactions and different queries, details of complaints, comments, inquiries, requests via CRM.

- Good interpersonal, analyzing & problem solving skills by means of effective & efficient communication.

- Problem solving attitude towards customer queries by understanding first the customer's concerns; selecting and explaining the best solution to solve the problem over mails/calls expediting correction or adjustment; following up with various departments to ensure quick resolution.

- Manage and Lead the Chat Process

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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