Associate, Online Reputation Management

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Full-time

WORK FOR A COMPANY AS UNIQUE AS YOU ARE?

OYO founded in 2013 in India, has brought a paradigm shift in the hospitality industry. Spread across 500 cities with 18000+ hotels, more than 450,000 rooms in our inventory; OYO partners with hotels and properties creating quality living spaces for travellers worldwide. At present we are valued over $5 Billion and have started our international operations in almost 20 countries with more than 20 Million registered travellers – building brand loyalty.


OYO has built and gained the reputation of “A tech company”, “An aggregator”, “An asset Light business model”. We have been recognized with titles such as #1 LinkedIn Top Startups and #Global Unicorn. We are an innovative bunch of technology enthusiasts who stay motivated to changing the way people stay away from home – one experience at a time.

 

Pillars of OYO

▪ Standardized Experience: Consistent experience across all hotel in the OYO network.

▪ Affordability: Rooms offered at prices that no other player in the affordable segment offers.

▪ Technology Driven: Pioneering technology allows consumers to book OYO hotels in just 3 taps, or within 5 seconds.


OYO has raised a total of $1.5 Billion in venture financing and is backed by several globally renowned investors like Soft Bank Group, Sequoia Capital, Lightspeed Venture Partners, Greenoaks Capital, China Lodging Group and Grab.

At OYO Malaysia, our vision is to create the most reliable and trusted property management company in the world which can acquire and manage homes at large scale that come in all shapes, sizes and geography and provide the best hospitality experience to our customers - both property owners and guests. If you're excited, passionate and ready to roll up your sleeves to build / be a part of world class function, this team is the place to be.

 

About Team

Online Reputation Management (ORM) team works to build OYO’s brand equity and provide great customer service on social media. It involves managing social media escalations, creating content for building brand equity and increasing organic positive sentiment on social media.

 

WHAT WOULD YOU DO

  • Ensuring high quality customer service, resulting in guest delight by extensive interaction with guests on Social Media and quick resolution of problems/queries.
  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Knowing our products inside and out so that you can answer questions.
  • Resolve customer complaints via phone, email, mail or social media.
  • Monitor and Moderate all queries on Social Media platforms.
  • Ensure customer satisfaction and provide professional customer support.
  • Communicating with customers through various channels.
  • Coordinate with different teams on escalation/queries over the various platforms.
  • Provide creative inputs and working on various projects to improve the brand image.

  

Work activities

  • Managing the brand online on Social Media according to specific analytic and measurements.
  • Engage in customer service, community building, brand awareness initiatives on SM platforms.
  • Managing brand in performing quality social media communication with the right deliberation of key messaging.
  • Preparing monthly report or any other required with team requirements.
  • Constantly improving the process for Online Reputation Management.

 

WHO SHOULD JOIN US?

Key Skills

  • Great communication skills in Malay and English. Other languages is a bonus.
  • Great malay & english writing skills , especially in micro-blogging and brand promotions.
  • Prior experience in client interaction & escalation handling.
  • Ability to work closely & effectively with internal and external stakeholders.
  • Excellent knowledge of all Social Media Channels.
  • Excellent communication and presentation skills.
  • Strong phone contact handling skills and active listening.
  • High level of integrity, confidentially, and accountability.
  • Flexibility to work in a dynamic environment.
  • Able to work alone and in a team.
  • Ability to multitask, prioritize and manage time effectively.
  • Able to work profoundly with less supervision by the management.

 

Eligibility Criteria

  • Excellent written and verbal communication.
  • Prior 2 - 4 years of work experience in Social Media & customer interactive profile.
  • Able to work shifts in 24 hours customer service with 2 off days in a week.
  • Able to work on weekends and public holidays (based on shift).

 

Note: Only shortlisted candidates will be contacted.

 

FOLLOW US:

facebook.com/oyo.malaysia

twitter.com/oyomalaysia

instagram.com/oyo.malaysia

linkedin.com/company/oyomalaysia

 

DOWNLOAD #OYO App today:

Android: ly/OYOAndroidAppL

iOS: ly/OYOiosAppLink