• Lead Associate Audience Experience Jobs in Mumbai City - 23855864

  • Saavn Media Pvt Ltd
  • Mumbai City

Job Description:

ROLE

JioSaavn is looking for a service and communications all star to join our Audience Experience team in our Mumbai, India office The Audience Experience team manages customer conversations from across the globe over various digital channels You should be a team player, with a passion for good communication, clear writing, and most of all a love for providing high quality and efficient service and support to our listeners

The perfect candidate will be a role model, not just for the Audience Experience team, but across the company, exemplifying the attitude and level of service we cherish at JioSaavn You will report directly to the Director of Audience Experience, and serve as a lead for the primary interface with our users

RESPONSIBILITIES

Efficiently manage user relationships by actively addressing queries, concerns, and problems and servicing our rapidly growing user base

Synthesize, analyze, and communicate internally all of the diverse feedback from our listeners, across social media, email, and app store reviews

Be the voice of our users with Product and Engineering teams, sharing critical feedback, possible areas of focus, and uncover the small moments of delight we strive to find

Build and encourage a culture of delivering superior solutions for issues large and small, and create delight for our listeners

Develop and implement procedures to more effectively and efficiently handle user requests, persistent issues, and constantly better our performance standards

Build and share weekly reports on listener concerns, service failures, possible trends, and escalate issues on a timely and ongoing basis

Work with Product and Engineering teams to constantly better your understanding of our products and technology, and become increasingly self-sufficient

REQUIREMENTS

Bachelor s degree from reputable university

6 years experience in Customer Relationship Management, with expertise in handling user feedback through social media like Facebook, Twitter, and app stores like Google Play & Apple iTunes (Prior experience in a reputed Social Media Agency will be ideal)

Strong experience in handling inbound queries through email and social media, and fluency or solid experience working on software like ZenDesk, Desk, Freshdesk, or similar

Strong project management skills and ability to deliver and drive results

Exceptional communication skills both written and verbal including ability to communicate clearly and professionally at a level suitable for a variety of audiences

We re a happy-go-lucky bunch, who thrive on making others smile

We re all stationery freaks You may turn into one being around us!

There s no such thing as a boring day There s always a new challenge, something to learn, and customer insights to share

Lots of JioSaavn love, and of course, lots of music all around you!,

Profile Summary:

Employment Type : Full Time
Industry : Education / Training
Salary : Not Disclosed
Deadline : 19th Apr 2020

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