Online Reputation Management Executive

Role & responsibilities

Who We Are:

Mosaic Wellness is building digital first, health brands for elective health concerns. 

Man Matters, is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair loss, beard growth, fitness and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches.

Be Bodywise, is an online womens elective health platform, serving 4M+ women every year by providing personalized solutions and doctor consults across concerns for hair health, body care, Sleep and nutrition.

Little Joys,is an online health platform for kids, helping 2M+ parents every year solve for their child's physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health with access to expert doctors and nutritionists.

More About the Role:

Role of a CHE Social Media/Chat/Voice is to answer queries received via chat, call and social media platforms from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products.

Core Responsibilities:

• Receive inbound SM tickets/chat/call/email queries for MM/BB/LJ pre & post booking from the customers.
• Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.
• Build trust and rapport with customers with a human touch, by going beyond the scripted responses.
• Communicate clearly and have an engaging conversation with customers through replies to promote positive interactions.
• Document all SM tickets/chats/calls/emails with regards to customer queries/complaints accurately using CRM and our Proprietary tool.
• Follow up (SM Tickets, Chat, Call and Email) with customers in case of pending / escalated issues.
• Deliver Outstanding Customer Experience to every customer who has reached us for support.
• Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.
• Productivity - Number of SM tickets, chats handled, resolution time, first response time.
• Quality - CSAT, Quality score.

Self-Management Responsibilities:

• Maintain a decent and agreeable SM /Chat/Voice Handling duration with 100% compliance to documentation.
• Ensure Positive Outcome with every Interaction.
• Comprehend the query patiently to avoid repeat contacts.
• Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off.
• Maintain integrity and hygiene with all customer and internal interactions.

Qualifications & Experience:

• Graduate / Diploma / / Undergraduate

• Written and Spoken English & Hindi based on the following guidelines:

• Typing Speed 30 WPM with 85% Accuracy

• Testing Methodology – MSR on Grammar, Spelling Punctuation & Passage Reconstruction testing

• Additional language – Tamil, Telugu, Malayalam, Kannada, Bengali & Punjabi will be an add on advantage.
• A minimum of 3-6 months experience in a Social Media & Inbound Customer Service environment.
• Preference to have spent at least 3-6 months answering voice/chats/emails for Customer service process.
• Understanding of social media ads and posts.
• Ability to multi-task between multiple platforms as and when required.

Behavioral Competencies:

Customer Focus

• Anticipates customer needs
• Comprehends issue
• Ensures customer delight
• Solution orientation

Ownership

• Takes Initiative
• Takes Accountability

Drive for Results

• Decision Making
• Action Orientation

Flexibility

• Able to work in different shifts
• Multitask between multiple platforms

Quality Focus

• Commitment to Quality
• Strive for continuous Improvement

Technical Competencies:

• Working knowledge of Windows OS
• Familiarity with major social media platforms (like Facebook, Twitter, Instagram and LinkedIn) and their functionalities.
• Internet Browsing ability to gather relevant information.
• Familiarity with CRM systems and practices, customer focus and adaptability to different personality types.