Job Title: Executive – Online Reputation Management
Salary Package: ₹20,000 – ₹30,000 a Month
Company Name: Akasa Air
Job Location: Mumbai, Maharashtra
Qualification : Bachelor’s Degree
Job Info:
Job Summary: Manage the Social Media accounts and mentions received from customers. Helps create an empathy driven service culture focused on delivering warm and efficient customer service across all transactions- All in the Akasa way
Roles and Responsibility:
- Track and Manage the voice (positive, negative, neutral sentiments) across the various social platforms.
- To provide appropriate responses to customers.
- Liaise with the various stakeholders within the organization for a resolution with the customer.
- Engage back with the customer offering a resolution as per the defined TAT and the laid down guideline by Akasa Air.
- Develop a regular means of communication (e.g. Daily, Weekly, monthly reporting) to communicate achievements (success stories),
- Progress and plans for improved customer service across the organization.
- Coordinate with Marketing, PR and Communications teams in terms of campaign/ crisis management.
- Adherence as per SLAs with customers (internal/external).
- Handle grievances, appreciation and suggestions and share them for further best practices. Ensure best practices are implemented across in multiple regions.
- Enlist satisfied customers and partners to tell their stories, and leverage partnerships to enlist advocates to share good stories.
Influencer management – Manage influencer-related concerns and provide resolution end to end.
Preempt potential crises by looking at the social media trend.
Interested Candidates can send their resumes to smita.singh@akasaair.com with CC to siddhi.sharma@akasaair.com
Requirements
- Graduate in any discipline and ORM experience.
- 3 – 5 years’ experience in ORM
- Sound exposure to Social media platforms and its functioning
- Flexibility with working in shifts
Skills and Knowledge requirements:
- Communication skills (oral & written)
- Counseling, coaching, and influencing
- Behavioral and Leadership qualities
- Initiative
- Collaboration and networking
- Result orientation
- Problem solving
- People and team leadership.
- Coaching and mentoring