Online Reputation Management Specialist

Namma Yatri; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Open and transparent culture

Impactful role with career growth

Collaborative team culture

Job summary

A growing technology firm in Bengaluru seeks a proactive Social Media Customer Support Representative. This role involves engaging with drivers and customers through social media to resolve inquiries and provide support. The ideal candidate should have fluency in Hindi, English, and Kannada, and possess strong communication skills. Experience in customer support, particularly within the transportation industry, is highly valued. Join a dynamic team and contribute to reshaping urban mobility in India.

Qualifications

• Minimum of 1-2 years of experience in customer support, preferably in a social media role.
• Experience in the transportation or ride-hailing industry is a plus.
• Experience in the transportation or ride-hailing industry is a plus.

Responsibilities

• Engage with drivers and customers through various social media platforms.
• Address and resolve customer and driver inquiries promptly and professionally.
• Maintain clear, concise, and empathetic communication in all interactions.
• Accurately document all interactions in the CRM system.
• Gather feedback from drivers and customers to identify trends.
• Monitor social media channels for mentions and address concerns.
• Collaborate with other departments to ensure resolution of issues.
• Generate reports on social media interactions.

Skills

Fluency in Hindi

Fluency in English

Fluency in Kannada

Excellent verbal and written communication skills

Strong problem-solving abilities

Familiarity with social media platforms

Familiarity with CRM tools

Education

High school diploma

Bachelor’s degree in a related field

Tools

CRM tools

Social media platforms

Job description

Company Description

Namma Yatri is a Software as a Service (SaaS) / Mobility as a Service (MaaS) platform that enables drivers to seamlessly connect with riders, ensuring frictionless user experiences and hassle-free services for both. As a people-first platform, Namma Yatri and its family of apps including Yatri Sathi, Odisha Yatri, and Mana Yatri—are transforming urban mobility. We provide cutting‑edge technology at utility pricing, fostering partnerships across Samaaj (Society), Sarkaar (Government), and Bazaar (Business) while embracing open networks like ONDC. At Namma Yatri, we are expanding beyond autos to build a comprehensive multi‑modal mobility ecosystem. Our goal is to create a seamless, integrated transportation network that offers commuters multiple options – Busses, Metro, Auto, Cabs – ensuring affordability, convenience, and accessibility. With over 2 lakh rides daily and growing global interest, Namma Yatri is leading the way in accessible, community‑driven mobility solutions.

Job Summary

We are looking for a proactive and skilled Social Media Customer Support Representative to join our team. The ideal candidate will handle inquiries and resolve issues for both drivers and customers through our social media channels. Fluency in Hindi, English, and Kannada is required. Proficiency in additional languages is a plus.

Key Responsibilities

• Customer Interaction: Engage with drivers and customers through various social media platforms (e.g., Facebook, Twitter, Instagram).
• Issue Resolution: Address and resolve customer and driver inquiries, complaints, and issues promptly and professionally.
• Communication: Maintain clear, concise, and empathetic communication in all interactions.
• Documentation: Accurately document all interactions and actions taken in the company’s CRM system.
• Feedback Loop: Gather feedback from drivers and customers to identify trends and suggest improvements to the support process.
• Social Media Monitoring: Monitor social media channels for customer and driver mentions, and proactively address any concerns.
• Collaboration: Work closely with other departments to ensure seamless resolution of issues and share relevant feedback.
• Reporting: Generate and share reports on social media interactions, including common issues and resolutions.

Experience

• Minimum of 1-2 years of experience in customer support, preferably in a social media role.
• Experience in the transportation or ride‑hailing industry is a plus.

Skills

• Fluency in Hindi, English, and Kannada is required.
• Proficiency in additional languages is a plus.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and quick thinking.
• Familiarity with social media platforms and CRM tools.

Education

• High school diploma or equivalent required.
• Bachelor’s degree in a related field is preferred.

Preferred Attributes

• Empathy: Ability to understand and share the feelings of drivers and customers.
• Adaptability: Ability to handle multiple tasks and adapt to changing priorities.
• Detail‑Oriented: Meticulous attention to detail in documentation and communication.
• Customer‑Centric: Strong dedication to providing exceptional customer service.
• Team Player: Ability to work effectively in a team‑oriented environment.

Why Join Us?

• Open and transparent culture. We embrace openness and promote creativity and ideas from anyone and everyone.
• Impactful role in a fast‑growing startup with ample room for career growth.
• Direct influence on creating a dent in India’s transportation ecosystem.
• Collaborative, results‑driven team culture.

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Seniority Level

Associate

Employment Type

Full‑time

Job Function

Customer Service

Industries

Technology, Information and Internet