Customer Relation Manager - Listerner Support

Ikya Human Capital Solutions Pvt Ltd
  • Mumbai
  • 10-15 lakh
  • 8-13 years
  • Views
  • 13 Dec 2016

  • Marketing

  • Internet/ ECommerce
Job Description

ROLE:

Responsible for leading the Listener Support Team to ensure user delight and upbeat experience

RESPONSIBILITIES:

Efficiently manage listener relationships by actively addressing queries, concerns and problems and servicing our 18 million Million (and growing) user base.
Synthesize the diverse feedback you hear from our listeners across social media & app store platforms, influence and mediate between our listeners and product team.
Cultivate a culture of delivering superior solutions in order to retain our delighted listeners.
Develop and implement procedures pertinent to the effective and efficient operations and to set performance standards.
Provide MIS and submit weekly reports on listener concerns, service failures and escalate issues on an on-going basis.
Lead and direct the listener support team.
Desired Profile Bachelors degree from reputable university
Prior experience in a reputed Social Media Agency will be ideal or equivalent work experience
8+ years of experience in customer Customer service Relationship experience Management in handling customer query through social media with expertise
User relationship management across various in handling user feedback through social media like Facebook, Twitter and app stores like, Google play Play &Apple iTunes
Strong project management skills and ability to deliver and drive results.
Experience in handling email queries and should have an with experience in working on software like Desk or Fresh desk
Strong project management skills and ability to deliver and drive results.

Excellent communications skills including ability to communicate clearly, professionally, both verbally and written, and at a level suitable for a variety of audiences.


Competencies/Skill sets for this job

Facebook Twitter App Stores Relationship Management Stores Google Play

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