Executive - ORM (Social Media)

Executive - ORM (Social Media)

Responsibilities

• Understand and address consumer queries effectively and actively

  on various social media platforms.

• Identify the need to assign cases

  to the social out-calling team or Customer Relations (CR) team based on the sensitivity and complexity of the issue.

• Establish the facts and gather detailed information

  about specific cases by utilizing available tools, data, and coordinating with different internal departments.

• Pacify customers and the social audience

  by providing appropriate resolutions in line with company policies and empowerment guidelines.

• Actively draft and publish communication

  for proactive social care, engaging directly with customers.

• Flag off and report perceived threats

  on social media to the larger social group and be prepared with appropriate media statements when necessary.

• Coordinate with different departments

  such as Legal, PR, Digital, and HR when dealing with sensitive and escalated cases.

• Tag/Categorize cases

  as per the respective departments for efficient tracking and resolution.

• Share feedback

  with the respective departments and/or airports wherever required to drive continuous improvement.

• Build brand love and drive positive engagement

  on social media platforms, enhancing IndiGo's online presence.

• Manage social media volume with consistency

  and ensure the quality of your own responses.

• Develop engaging, creative, and innovative content/ideas

  for regularly scheduled posts, designed to enlighten audiences and promote brand-focused messages.

Skills

• Strong understanding of

  social media platforms

  and their dynamics.
• Excellent

  written communication and drafting skills

  for public responses.
• Proven ability in

  customer service and complaints handling

  .
• Experience in

  Online Reputation Management (ORM)

  is preferred.
• Ability to

  research, gather information, and coordinate

  with multiple departments.
• Strong

  problem-solving and de-escalation skills

  .
• Capability to identify and report potential threats or sensitive issues.
• Creativity for developing engaging content.
• Ability to manage high volumes of inquiries while maintaining quality.

Qualifications

• Bachelor's or Master's Degree

  .

• 2+ years of experience

  , with relevant experience in Customer Services, Complaints Handling, or Online Reputation Management (ORM) being preferred.

• Comfortable with rotational shifts, including night shifts, and rotational weekly offs.