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Manager Social Media - CE
IndiGoGurugram, IN30+ days ago
Job descriptionHave sound understanding of all major social media platforms (Facebook, Instagram, Twitter, Linkedin, YouTube, Tripadvisor) Excellent written & verbal communication & negotiation. Content writing ability will be preferred. Understand and address consumer queries effectively and actively on social media platforms. Pacify the customers / social audience / influencers by giving proper resolutions in line with policies and empowerment. Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments. Actively draft and publish communication for pro-active social care for customers. Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement. Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases. Tag / Categorize the cases as per the respective departments. Share feedback with the respective departments / Airport wherever required. Build brand love and drive positive engagement on social media platforms. Manages social media volume with consistency and to manage their own quality of responses. Develops engaging, creative, innovative content / ideas for regularly scheduled posts, which enlighten audiences and promote brand-focused messages. Strong people management and leadership skills. Demonstrate problem solving abilities Ability to assess staff strengths and developmental needs. Driving productivity, quality & CSAT scores Conduct benchmarking reports / exercises based on industry and cross industry observations
Qualification / Experience :
- Bachelor's or Master's Degree with upto 5 yrs of experience.
- Relevant experience in Customer Services, Complaints Handling, Online Reputation Management, Content Writing - ORM is Preferred.