Team Lead - ORM (Online Reputation Management)

Job description

We are hiring for Team Lead - ORM (Online Reputation Management) Location - Ghansoli, Navi Mumbai **Job 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:-** - Graduation/ 10th + 12th + 3 years of Diploma from any stream. - 1+ year of Team handling experience into ORM, includes overall 4+ year of work experience in BPO customer service - Domain expertise needed as Premium segment in complaint handling and ORM **Shifts timings: -** 24x7 **Week Off :** 5 day working (Rotational Off) If the above skill set aligns with your current experience, please share your updated resume at matildad@hexaware.com or connect with me at 9082299130 for a detailed discussion on the role.