"Job Description: \nSocial listening and Insights analyst is the person who listen, Analyze, and Respond to conversations happening on a brand across Social Media platforms like Facebook, Twitter, Instagram, YouTube, Snap Chat Etc.\n\nIn the department of Analytics there are different verticals of job like Business Development, Brand management, ORM and Media. Where in an analyst performs on all the mentioned above verticals.\n\tA: Business Development: It’s a task where in each new comer in the system will start their career on this job role, where in the joiner will be working on project based in bringing in new business to Autumn\n\tB: Brand Management: If the employee proves his/her capability he will be given a brand to handle where-in he/she will be complete responsible for the assigned brand, where the analyst will be\ntaking care of response management for the queries and complaints asked on brand pages or anywhere and everywhere asked on internet.\n\tC: ORM/Online Reputation Management: this process involved of bringing down the crisis’s happening on brand on internet, where in Analyst will extract conversation happening on a brand across internet using conversations tracking tools and act based on conversation relevance.\n\tD: Media: A vertical in which spends on social media to promote a campaign or brand awareness.\n\n\nWebsite: https://www.autumnworldwide.com/"
"Job brief\n\nWe are looking for Asst. Manager - Customer Relations who is experienced enough to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the helpdesk running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.\n\nThe Asst. Manager - Customer Relations sets the vision, direction, and culture of his team by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.\n\nResponsibilities\n\nDevelop service procedures, policies and standards\nIdentifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate\nTake ownership as a Nodal Officer of the escalated issues and ensure speedy resolution\nOrganize, prioritize and schedule issues based on the severity of the issue\nFocus on SLA management, quality and customer experience\nKeep accurate records and documents of customer service actions and discussions\nAnalyse statistics and compile accurate reports\nAssist in developing and implementing training programs to improve the quality and productivity of the team\nExpected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of Operations Manager\nCarrying out supervisory responsibilities in line with the organization’s policies\n\nRequirements\n\nProven working experience in providing customer service support and team management\nDirect experience in support operations \nDemonstrated ability to direct and manage a group of people\nStrong client-facing, interpersonal and communication skills\nAdvanced troubleshooting and multi-tasking skills\nAbility to handle complex and ambiguous scenarios\nCan adapt well to changing circumstances, direction, and strategy\nAbility to support business and provide solutions to customer pain points\nProven ability to manage reporting and analysis\nAbility to effectively and efficiently complete difficult goals or assignments\nConfident in using Microsoft Office especially Excel and Powerpoint\nAdvanced computer skills using a variety of programs highly desired\nRound the clock availability, including willingness to work on weekends, and outside of the \"standard\" work day\nBachelor’s degree, preferred Project Management & knowledge of Six Sigma/Lean Processes, MBA is a plus"