Team Lead - Online Reputation Management

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)