ORM Executive @ JVW Technologies

Job Description

• Handling of daily escalation receive via Social Media channels (Twitter, Facebook,Intagram etc)
• Making Outbound calls to the customers in case of escalations
• Owning and providing end to end resolution on all the cases handled.
• End to end checking of all interactions across channels.
• Co-coordinating with cross-functional teams like Product/Tech/Ops for timely follow up and resolution.
• Deep dive into cases to evaluate the RCA and take corrective actions in process, people, or product funnel to improve the user experience.
• Drafting customized communications in restricted scenarios and sharing post requisite approvals from Marketing team.
• Skill set to win back unhappy customers and revise their negative brand reviews to positive one.
• Make NPS detractor call backs to users to win them back.

Skills & Competence:

• More than 1 years of experience in Social media customer support.
• Candidate with good verbal and written communication skills in both English, Hindi and Vernacular (Preferred).
• Strong analytical and problem-solving skills with an eye for detail
• Ability to multi-task, prioritize and manage time effectively. Comfortable to work under pressure.
• Basic knowledge of MS Office
• Customer service oriented
• Experience in Ecommerce customer support is preferred.
• Should be okay with rostered week offs
• Should be willing to work 6 days in a week.

Intersted candidates can send contact Sonam@hidden_mobile or Dipti@hidden_mobile

Email us @ hidden_email

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Keyskills:   escalation management orm social media chat process reputation marketing online reputation management social media escalation escalation executive