About the role
Leading a team of 10+ executives working on the responses sent on social media handles from the OYO handle.
Ensuring high quality customer service, resulting in guest delight by extensive interaction with guests on Social Media and quick resolution of problems/queries.
Monitor and Moderate the performance of the team.
Monitor and improve the quality of responses of the team.
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
Leading a team of 10+ executives and ensuring proper quality by auditing teams responses.
Curate appropriate responses for critical escalations.
Managing the brand online on Social Media according to specific analytic and measurements
Engage in customer service, community building, brand awareness initiatives on SM platforms.

Key Skills
Great communication skills in English & Hindi
Great English writing skills , especially in micro-blogging and brand promotions
Prior experience in client interaction & escalation handling
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 is preferred.
English/Arts majors are preferred.

Please refer to the Job description above