Executive - ORM (Social Media)

IndiGo is looking for a proactive and customer-focused Executive - ORM (Social Media) to join our team. In this role, you will be the voice of IndiGo on social media, actively engaging with customers, addressing their queries, and shaping our brand's online reputation. If you thrive in a fast-paced environment, can handle sensitive situations with grace, and are comfortable with rotational shifts, we invite you to help us build brand loyalty and foster positive engagement.

Responsibilities

• Understand and address consumer queries effectively and actively on various social media platforms.
• Identify the need to assign cases to the social out-calling team or Customer Relations (CR) team based on the sensitivity and complexity of the issue.
• Establish the facts and gather detailed information about specific cases by utilizing available tools, data, and coordinating with different internal departments.
• Pacify customers and the social audience by providing appropriate resolutions in line with company policies and empowerment guidelines.
• Actively draft and publish communication for proactive social care, engaging directly with customers.
• Flag off and report perceived threats on social media to the larger social group and be prepared with appropriate media statements when necessary.
• Coordinate with different departments such as Legal, PR, Digital, and HR when dealing with sensitive and escalated cases.
• Tag/Categorize cases as per the respective departments for efficient tracking and resolution.
• Share feedback with the respective departments and/or airports wherever required to drive continuous improvement.
• Build brand love and drive positive engagement on social media platforms, enhancing IndiGo's online presence.
• Manage social media volume with consistency and ensure the quality of your own responses.
• Develop engaging, creative, and innovative content/ideas for regularly scheduled posts, designed to enlighten audiences and promote brand-focused messages.

Skills

• Strong understanding of social media platforms and their dynamics.
• Excellent written communication and drafting skills for public responses.
• Proven ability in customer service and complaints handling.
• Experience in Online Reputation Management (ORM) is preferred.
• Ability to research, gather information, and coordinate with multiple departments.
• Strong problem-solving and de-escalation skills.
• Capability to identify and report potential threats or sensitive issues.
• Creativity for developing engaging content.
• Ability to manage high volumes of inquiries while maintaining quality.

Qualifications

• Bachelor's or Master's Degree.
• 2+ years of experience, with relevant experience in Customer Services, Complaints Handling, or Online Reputation Management (ORM) being preferred.
• Comfortable with rotational shifts, including night shifts, and rotational weekly offs.