Escalation Executive

Job description

**Position: - Associate/Sr. Associate, Resolution Managers (Online Reputation Management)** **Location: -** **Gurgaon** **About Team** Online Reputation Management (ORM) team works to build OYOs brand equity and provide great customer service on social media. It involves managing social media escalations, creating content for building brand equity and increasing organic positive sentiment on social media. **About the role** - Ensuring high quality customer service, resulting in guest delight by extensive interaction with guests on Social Media and quick resolution of problems/queries - Coordinate with different teams on escalation/queries over the various platforms - Provide creative inputs and working on various projects to improve the brand image. **Work activities** - Handle customer escalations by understanding concerns, investigating issues, and providing timely resolutions. - Ensure all customer queries and escalations receive an initial response within the defined SLA timelines. - Communicate with property managers to verify issues, resolve disputes, and facilitate guest check-ins, refunds, or relocations. - Review customer cases and process eligible refunds, compensations, cancellations, or shifting as per company policies. - Analyze booking details, call recordings, Previous tickets, and communication history to determine the appropriate resolution. - Provide clear, professional, and empathetic support to customers through calls and emails, keeping them informed throughout the resolution process. - Focus on delivering effective resolutions that enhance the customer experience and we can get appreciations on SM. - Ensure all actions comply with company policies, quality standards, and operational guidelines. - Regularly follow up on pending cases with internal teams and customers to ensure timely resolution and proper case closure. **Key Skills** - Good communication skills in English & Hindi - Good English writing skills , especially in micro-blogging and brand promotions - Prior experience in client interaction & escalation handling is preferable - Ability to work closely & effectively with internal and external stakeholders - Excellent knowledge of Social Media Channels - High level of integrity, confidentially, and accountability - Flexibility to work in a dynamic environment **Eligibility Criteria** - Excellent written and verbal communication - Prior work experience in Social Media & customer interactive profile **Note:** - This will be 9am-12midnight rotational shift with rostered weekoff. If you have the prior experience in the same and aligned with the JD then please share your details over the whatsapp CV, Current CTC, Notice period , Expected CTC.