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Lead - Social Media Complaints

from 4 to 8 year(s) of Experience


₹ Not Disclosed by Recruiter

Posted: 13 days ago

Job Description

Roles and Responsibilities

Job description

As a Social Media Lead,you will be at the front of customer engagement and manage
Escalations / Grievances and ORM (Online Reputation Management), manage the agencies and agents
who are responding to customer reviews and comments across social media platforms.

Process Management:
Manage Escalations and Grievance handling, ensure a high resolution %
To act as a point of contact for Sr.Leadership and provide quick closures on sensitive
Manage Social Media Exposure,handle complaints and reviews across multiple social
media handles.
Publish weekly and Monthly summary to all stakeholders with actionable.
Drive process Improvements,periodically publish product/process insights derived from
teams inputs and liaise with internal teams and work on solutions.
Provides quality customer service,including interacting with customers,answering
customer inquiries,and effectively handling customer complaints.

Team Management:

Manage a team of L 0 agents at agency level and create a collaborative work environment.
Drive team's performance,considering quantity and quality both in check,via periodic
performance discussions.
Ensure period training to the team and everyone is up to date with necessary process

Required Skills & Experience

A strong customer - centric approach should be comfortable and convincing at customer
interaction handling.
Excellent communication skills,both written and verbal,with the ability to lead
Can work under pressure,short deadlines,and handle difficult conversations.
Self-Starter with an analytical orientation; skilled at balancing between short-term needs
and long-term investments; thrives on change and comfortable with ambiguity;
collaborative, process-driven,and decisive work style.
A structured solution-oriented approach should understand the problem clearly and
A team player should be able to coordinate with internal and external stakeholders
5-6 years’experience in team handling and a strong background in customer operations
and service.

Preferred Skills

Experience manager in handling customer service, escalations / complaints,social media.
Ag tech /E-commerce background or exposure in a customer-facing role in a start-up.

Industry: Fertilizers / Pesticides / Agro chemicals
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Team Leader -(NonTechnical)
Employment Type: Full Time, Permanent

Education:UG -Any Graduate

Company Profile

BVR People Consulting
BVR people consulting committed to help Organisations to realise and develop their full potential in order to compete in the present day globalised and technology driven business environment. BVRPC invigorates the key components of organizations - ‘The People’ and ‘The Processes’. It is our endeavour to facilitate this process of ‘Rejuvenating Organisations’ through a variety of customised, innovative and practical solutions that bring about positive attitudinal shifts, while driving organisations to re-assess their true potential. These solutions are designed based on a thorough ‘Diagnosis’ and ‘Need Audit’ of the organisation. We work with our clients as partners and a team. Our solutions are tailored for each client's unique needs and business context, and are designed to ensure that clients get the best return on their investment.
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Contact Details

Contact Company:BVR People Consulting