Escalation Executive - Online Reputation Management

About OYO

OYO is a global platform dedicated to empowering entrepreneurs and small businesses with hotels and homes by delivering comprehensive technology-driven products and services. Its mission is to boost revenues and simplify operations, offering customers easy access to affordable, reliable accommodations worldwide. Operating over 157,000 hotel and home storefronts across more than 35 countries—including India, Europe, and Southeast Asia—OYO supports its partners in converting fragmented and underutilized hospitality assets into digitally enabled, branded storefronts with increased earning potential.

Role Overview

The Online Reputation Management (ORM) team at OYO plays a vital role in enhancing the company's brand value and ensuring exceptional customer service through social media. This involves managing customer escalations, generating engaging content to strengthen brand presence, and fostering positive organic interactions on social platforms.

Key Responsibilities

• Deliver outstanding customer service by engaging extensively with guests on social media, ensuring their concerns are promptly addressed to achieve guest satisfaction.
• Collaborate with various internal departments to resolve escalations and queries across multiple platforms.
• Contribute creative ideas and actively participate in projects aimed at improving brand image.
• Manage customer escalation cases by understanding issues thoroughly, investigating them, and delivering timely solutions.
• Respond to all customer queries and escalations within prescribed SLA timelines.
• Coordinate with property managers to validate complaints, resolve disputes, and facilitate guest check-ins, refunds, or relocations as appropriate.
• Assess booking data, call recordings, prior tickets, and communication records to identify suitable resolutions.
• Offer courteous, clear, and empathetic support via phone and email, keeping customers informed throughout the resolution process.
• Focus on effective problem-solving that enhances customer experience and helps acquire positive acknowledgments on social media.
• Ensure all actions comply with company policies, quality benchmarks, and operational procedures.
• Consistently follow up with internal teams and customers on pending issues to guarantee timely resolution and proper closure.

Essential Skills & Experience

• Proficient communication skills in English and Hindi, both verbal and written.
• Strong writing capabilities, particularly for micro-blogging and brand promotion content.
• Preferably experienced in client interaction and escalation management.
• Ability to collaborate effectively with internal and external stakeholders.
• Well-versed with various social media channels.
• High integrity, confidentiality, and accountability.
• Adaptability to thrive in a dynamic, fast-paced environment.
• Previous exposure to social media and customer-facing roles is required.

Additional Information

• The position involves a rotational shift pattern from 9 AM to 12 midnight, with designated weekly offs.
• Applicants should have completed graduation.
• Interested candidates with relevant experience can submit their CV, current and expected salary, and notice period via the specified WhatsApp contact; phone calls are discouraged.