Customer Support Executive

OYO; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

OYO in Gurgaon is seeking a Customer Support Executive to manage guest interactions on social media, resolve queries quickly, and monitor platforms to protect brand reputation.

You will coordinate with internal teams, contribute to content and brand inputs, and engage in community-building while adhering to company policies.

Qualifications

• Excellent written and verbal communication in English and Hindi.

Responsibilities

• Provide high quality customer service and guest interactions on social media to ensure guest delight.

Skills

Good communication English

Good communication Hindi

English writing skills

Client interaction experience

Escalation handling

Stakeholder collaboration

Social media knowledge

Integrity and confidentiality

Adaptability in dynamic environment

ORM Tools knowledge

Tools

ORM Tools

Job description

Role & responsibilities - CUSTOMER SUPPORT EXECUTIVE

About Team

Online Reputation Management (ORM) team works to build OYOs brand equity and provide great customer service on social media. It involves managing social media escalations, creating content for building brand equity and increasing organic positive sentiment on social media.

About the role

• 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 Social Media platforms.
• 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

• Managing the brand online on Social Media according to specific analytic and measurements of international countries with different language.
• Engage in customer service, community building, brand awareness initiatives on SM platforms.
• Adhering to all company policies and procedures.

Key Skills

• Good communication skills in English & Hindi
• Good English writing skills /content skills
• Prior experience in client interaction & escalation handling is preferable
• Ability to work closely & effectively with internal and external stakeholders
• Excellent knowledge of Social Media Channels like FB , Twitter, Instagram etc
• High level of integrity, confidentially, and accountability
• Flexibility to work in a dynamic environment
• Good know about ORM Tools.

Eligibility Criteria

• Excellent written and verbal communication
• Prior work experience in Social Media & customer interactive profile

Note:

• This will be 24*7 rotational shift with rostered weekoff.