Team lead - online reputation management
Hexaware Technologies · Navi mumbai, India
FULL TIMEpermanent
Job Description
Role:
The Team Lead will be responsible for overseeing a team dedicated to managing social media and email communications, focusing on Online Reputation Management (ORM) and handling complaints and escalations. This role requires a proactive individual who can effectively lead a team, ensuring customer satisfaction and maintaining a positive online presence. The Team Lead will work closely with senior management to develop strategies that enhance customer experience and resolve issues efficiently. Strong problem-solving and conflict-resolution abilities.
Responsibilities:
Lead and manage a team responsible for monitoring and responding to social media and email communications. Ensure that all team members are trained and equipped to handle customer interactions professionally and effectively.
Oversee Online Reputation Management activities, ensuring that the company maintains a positive image across all social media platforms. Develop strategies to address and resolve negative feedback promptly and constructively.
Handle customer complaints and escalations, ensuring that issues are resolved swiftly and satisfactorily. Work closely with other departments to address root causes of complaints.
Develop and implement processes for tracking and analyzing customer feedback and complaints. Use this data to identify trends and recommend improvements to services and products.
Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively.
Provide regular reports to senior management on team performance, customer feedback, and resolution outcomes. Use these reports to make data-driven recommendations for improving customer experience.
Ensure compliance with company policies and industry regulations in all customer interactions. Maintain up-to-date knowledge of relevant legal and regulatory requirements.
Criteria:
Graduate OR 10th + 12th + 3 year Diploma (any stream).
Overall 4+ years of experience in BPO customer service, including 1+ year of team handling experience in Online Reputation Management
Domain expertise in premium segment complaint handling and Online Reputation Management (ORM)
Shift: 24x7 rotational shifts
Week Off: 5 days working (Rotational Off)
The Team Lead will be responsible for overseeing a team dedicated to managing social media and email communications, focusing on Online Reputation Management (ORM) and handling complaints and escalations. This role requires a proactive individual who can effectively lead a team, ensuring customer satisfaction and maintaining a positive online presence. The Team Lead will work closely with senior management to develop strategies that enhance customer experience and resolve issues efficiently. Strong problem-solving and conflict-resolution abilities.
Responsibilities:
Lead and manage a team responsible for monitoring and responding to social media and email communications. Ensure that all team members are trained and equipped to handle customer interactions professionally and effectively.
Oversee Online Reputation Management activities, ensuring that the company maintains a positive image across all social media platforms. Develop strategies to address and resolve negative feedback promptly and constructively.
Handle customer complaints and escalations, ensuring that issues are resolved swiftly and satisfactorily. Work closely with other departments to address root causes of complaints.
Develop and implement processes for tracking and analyzing customer feedback and complaints. Use this data to identify trends and recommend improvements to services and products.
Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively.
Provide regular reports to senior management on team performance, customer feedback, and resolution outcomes. Use these reports to make data-driven recommendations for improving customer experience.
Ensure compliance with company policies and industry regulations in all customer interactions. Maintain up-to-date knowledge of relevant legal and regulatory requirements.
Criteria:
Graduate OR 10th + 12th + 3 year Diploma (any stream).
Overall 4+ years of experience in BPO customer service, including 1+ year of team handling experience in Online Reputation Management
Domain expertise in premium segment complaint handling and Online Reputation Management (ORM)
Shift: 24x7 rotational shifts
Week Off: 5 days working (Rotational Off)
Details
| Company | Hexaware Technologies |
| Location | Navi mumbai, India |
| Type | FULL TIME |
| Niche | general |
| Experience | permanent |