Key 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

Delhi NCR

Delhi

Social Media Manager - ORM - NBFC 

Social Media Manager - ORM - NBFC  ,Job Description for Social Media Manager - ORM - NBFC  in Recruitment Firm in  Delhi NCR Delhi for (4-7) years of experience. Apply Now!

Job Description for Social Media Manager - ORM - NBFC  in Recruitment Firm in  Delhi NCR Delhi for (4-7) years of experience. Apply Now!