Manager - Reputation Management - BFS

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 and Proficiency in Microsoft Office & Google Analytics.