ORM & Escalation Team Leader - Social Media (VFS Process) | Hexaware

The Team Lead will be responsible for overseeing a team dedicated to managing social media and email communications, focusing on Online Reputation Management (ORM) and handling complaints and escalations. This role requires a proactive individual who can effectively lead a team, ensuring customer satisfaction and maintaining a positive online presence. The Team Lead will work closely with senior management to develop strategies that enhance customer experience and resolve issues efficiently. Strong problem-solving and conflict-resolution abilities

Reports into

Job Responsibilities

• Lead and manage a team responsible for monitoring and responding to social media and email communications. Ensure that all team members are trained and equipped to handle customer interactions professionally and effectively.
• Oversee Online Reputation Management activities, ensuring that the company maintains a positive image across all social media platforms. Develop strategies to address and resolve negative feedback promptly and constructively.
• Handle customer complaints and escalations, ensuring that issues are resolved swiftly and satisfactorily. Work closely with other departments to address root causes of complaints.
• Develop and implement processes for tracking and analyzing customer feedback and complaints. Use this data to identify trends and recommend improvements to services and products.
• Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively.
• Provide regular reports to senior management on team performance, customer feedback, and resolution outcomes. Use these reports to make data-driven recommendations for improving customer experience.
• Ensure compliance with company policies and industry regulations in all customer interactions. Maintain up-to-date knowledge of relevant legal and regulatory requirements.
• Motivate and mentor team members, fostering a positive and productive work environment. Conduct regular performance reviews and provide constructive feedback to support team development.
• Utilize social media management tools to streamline and optimize team operations. Stay informed about the latest trends and tools in social media management.

Job Responsibilities

• Experience in developing and implementing social media strategies that enhance customer engagement and brand loyalty.
• Proficiency in using customer relationship management (CRM) software to track and manage customer interactions efficiently.

Criteria

• Education with 10th + 12th + 3 years Graduation / 3 years of Diploma from any stream.
• Overall 5 year of work experience in a with minimum of 1 + year as an Team handling with relevant experience.
• Domain expertize needed as Premium segment in complaint handling and ORM.

Criteria

• Experience in a 24x7 operational environment.
• Experience in VFS or similar processes.
• Familiarity with CRM tools and software.

Shifts timings:

24x7

Week Off :

5 day working (Rotational Off)

Transport :

After 9 pm will be eligible for home drop

HR Connect Ms. Priyanka - 8638330959