Lead – Social Media Complaints – Call Centre (5-12 yrs)

Position – Lead – Social Media Complaints

Report to – Head Call Centre Operations , Location – Bangalore

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 cases.

– 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 L0 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 information.

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 conversations.

– 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 workstyle.

– A structured solution-oriented approach should understand the problem clearly and quickly.

– A team player should be able to coordinate with internal and external stakeholders seamlessly.

– 5 – 6 years’ experience in team handling and a strong background in customer operations and service.


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