Key Responsibilities

1) Operating in a 24-hour day, 6-day work week team, with multiple/rotational shift options.

2) Understanding and expertise in domestic and international travel requirements (LCC airlines)

3) Able to understand customer queries and advise them of suitable resolution

4) Customer-focused and service-oriented, where you are accountable for key performance indicators

indicators of success, such as customer satisfaction (CSAT), key productivity metrics

5) Coach, develop, and mentor Junior resources and colleagues in the team when needed

Proven experience in sales, with a focus on social listening, ORM, or related fields.

Strong understanding of the digital landscape, reputation management, and social media trends.

Excellent communication, negotiation, and relationship-building skills.

A results-oriented mindset with the ability to thrive in a fast-paced environment.

Experience working with CRM software and social listening tools is a plus.

6) Day-to-day tasks like writing social comments, answering questions from followers, and

replying to comments on social channels

Ensuring daily productivity is met with 100% quality and adherence to the process TAT

Ensure Process TAT is met without fail, being a critical portfolio.

Day-to-day tasks like writing social comments, answering questions from followers, and

replying to comments on social channels

7) Measures of Success (Define the Outcomes expected of the role)

FRT (First Response Time) Real-time

Resolution speed with 2 Days -95%

Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation

Wing-to-Wing Resolution

Customer Satisfaction

Skills Sets Required:

1) Excellent communication and interpersonal skills, with evidence of teamwork and collaboration

2) Ability to work under pressure, strict deadlines and efficient in multitasking

3) Strong Product and Process knowledge

4) Must be able to build positive, productive relationships with customers, team members, and

cross function.

5) Excellent voice modulation, professional phone etiquettes and communication skills

interpersonal, verbal, and written to influence outcomes.

6) Excellent listening, troubleshooting, problem-solving and analytical skills with the ability to resolve conflict effectively.

7) Negotiation and objection handling

Social Media Escalations