The role:
- Handling social media channels for OneDirect and its clients which includes capturing all relevant mentions and responding to them across social media channels.
- Report any mentions that require client intervention and ensure timely and adequate response.
- Raise tickets and bucket mentions in the correct category for reporting.
- Ensuring seamless communication with OneDirect Clients so that all responses posted to the customers are in line with client persona.
- Gather broad insights about each client, the kind of mentions (complaints/queries/feedback) by their customers and report the same.
Knowledge, Skills and Abilities:
- Working knowledge of social media platforms including but not limited to Facebook, Twitter, and LinkedIn etc.
- Strong written and verbal communication, ability to identify situations and draft suitable responses.
- Ability to handle irate customers/trolls on social media.
- Ability to work across channels like Onedirect Dashboard, Social media platform and Social media management tools.
- Knowledge of best practices to be followed while responding on social media is an added plus.
- The candidate has to strictly work on solving customer queries while maintaining brand image of OneDirect's clients.
The candidate has to clear written English test before being eligible for the F2F interview.
Note: There’s a lot more to offer, provided you are a performer, and willing to walk an extra mile.