Position Title: Social Media Desk

Exp: 2-3yrs

Location : Karapakkam , Chennai

Working Mode: on-site(work from office)

Primary Skills - Good command of English (Spoken/Written).

Atleast 2 -3 years of experience in Voice/ Non-Voice process, preferably in banking/ financial Industry.

Qualification - Graduate in any Stream

Duties and Responsibilities

- Provide support to relevant posts on the Customer Forums, Facebook, Twitter, and Playstore. The Social Media Agent will act as the Primary Contact for the customer.

- Handling Social media escalation in a timely & efficient manner to ensure customer satisfaction

- Handle customer Query, Request or complaints with efficient product/process knowledge, presentation & communication skills.

- Root Cause Analysis (wherever applicable) to be done. Share findings of the investigation with the respective authorities/relevant departments Liaising and coordinating with other departments and branches for resolution

- Follow-up/escalate cases where resolution pending beyond TAT. Ability to recognize when an issue is emerging and when to escalate.

- Maintain and adhere to Compliance guidelines and adherence

- Providing end to end resolution to customer escalations

- Should be a team player and flexible with work 27 -7 shift, including weekends & Bank Holiday, Night shift (applicable for Male Candidates)

Ownership qualities - Respond to and Resolve easily complex product-related or technical issues. (Takes ownership of customer's problems and issues)

Awareness of Nuances in Different Social Platforms

- Ability to communicate with the customers through Direct messages, Tweets or on call if required.

- Agent must have strong soft skills and able to take initiative. Proactive. Positive attitude.

- Identifies and resolves customer issues using easily understood written communication. - Ability to handle unhappy customers as well as the ability to handle bad reviews/tweets, CEO escalations, Linkedin escalations when communicating it to them.

- Self-learner - keeping skills and knowledge up to date (Social Media trends), Internet-savvy and should have Passion for Social Media, and helping others through knowledge sharing.

Skills and Specifications

- Candidates must express interest in joining the Social Media Support Team, Experience in social media channels /supporting customers.

- Experience in Call, Chat, Email customer engagement at Contact Centre preferred.

- Good knowledge about consumer products such as savings accounts, current accounts, loans, KYC, Cards, ScanPay, and UPI.

- Excellent communicator- excellent oral, written and interpersonal communication skills.

- Ability to analyse the things by exceptional listening and analytical skills.

- Should have the multi-tasking abilities and should be well versed in intermediate to advanced knowledge levels with service quality standards.

- Should necessarily have strong knowledge of customer care processes and techniques and the related sector as well.

- Demonstrated ability to work well in a team environment, Self-motivated and should be dedicated to provide exceptional service to the bank.

- Good negotiation skills with customer-oriented attitude.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.