Executive - Social Media(Online Reputation Management)

Understand and address the consumer queries effectively and actively on social media platforms.
Identify the need to assign the case to social out calling team or CR team basis the sensitivity of the case.
Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.
Pacify the customers/social audience by giving proper resolution in line with policies and empowerment.
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.
Note - Should be comfortable with rotational shifts and rotational offs.

Qualification/Experience:

Bachelors or Masters Degree 0-2 yrs of experience.
Relevant experience in Customer Services, Complaints Handling, Online Reputation Management - ORM is Preferred.