1 - 5 years
1 - 4 Lacs
Posted:5 days ago|
Platform:
Work from Office
Full Time
Social Media ORM (Online Reputation Management):
Engage with drivers and customers across platforms like Facebook, X (Twitter), Instagram, and LinkedIn.
Monitor brand mentions, comments, and messages to identify and respond to customer issues proactively.
Address customer and driver complaints, feedback, and queries with empathy and professionalism.
Coordinate with internal teams (CX, Tech, Operations) to ensure quick resolution of escalated issues.
Document and track all interactions in the CRM tool for accurate record-keeping and reporting.
Share insights and feedback trends with the respective departments to enhance overall experience.
Prepare daily/weekly reports on ORM performance, response time, and customer sentiment. Email Support:
Respond to customer and driver inquiries received via email, ensuring accurate and timely responses.
Maintain tone, accuracy, and consistency in all written communication. Categorize and tag emails correctly for reporting and trend analysis.
Follow escalation protocols for critical issues to ensure prompt resolution.
Support mass communication or campaign emails when required by marketing or
Preferred Candidate
- Minimum 6 months experience in Social Media customer handling.
- ORM experience will be helpful.
- Graduates will be preferred.
- Good Communication Skills.
Teleperformance (TP)
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