Assistant Manager -Social Media

Job Description

Respond promptly and professionally to customer feedback, complaints, and grievances on social media, aiming to resolve issues effectively.
Collaborate with cross-functional teams to ensure messaging consistency and alignment with brand values.
Drive efficiencies by managing first response time and overall resolution.
Manages social media volume with consistency and to manage their own quality of responses.
Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases.
Tag/Categorize the cases as per the respective departments.
Share feedback with the respective departments/Airport wherever required.
Understand and address the consumer queries effectively and actively on social media platforms
Identify the need to assign the case to social out calling team.
Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.
Pacify the customers/social audience by giving proper resolution in line with policies and empowerment over a call
Actively draft and publish communication for pro-active social care for customers.
Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.
Required Skills:

Minimum 5years proven experience in social media management, online reputation management
Excellent written and verbal communication skills
Experience in grievance management and crisis communication is highly desirable.
Ability to multitask and prioritize tasks in a fast-paced environment.
Strong analytical skills and proficiency in social media analytics tools.
Must be comfortable with rotational shifts and rotational offs.
"At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their – but not limited to - gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status"