Senior Executive Job in Gurgaon at IndiGo

IndiGo is hiring for the position of Senior Executive!

Responsibilities of the Candidate:

• Understand and address the consumer queries effectively and actively on social media platforms.
• Identify the need to assign the case to social out calling team or CR team basis the sensitivity of the case.
• Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.
• Pacify the customers/social audience by giving proper resolution in line with policies and empowerment.
• Actively draft and publish communication for pro-active social care for customers.
• Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.
• Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases.
• Tag/Categorize the cases as per the respective departments.
• Share feedback with the respective departments/Airports wherever required.
• Build brand love and drive positive engagement on social media platforms.
• Manages social media volume with consistency and manages their own quality of responses.
• Develops engaging, creative, innovative content/ideas for regularly scheduled posts, which enlighten audiences and promote brand-focused messages. 

Requirements:

• Bachelor's or Master's Degree
• Relevant experience in Customer Services, Complaints Handling, Online Reputation Management - ORM is Preferred