Executive (Male)- Social Media Escalations-Interview Drive on 5th Dec.

Interview Alert! (Only male candidates required for this role)

F2F interview drive

Applicants must be available for an in-person interview on the given date.

You may share the profiles at - nilofar@in.experis.com

Highlights -

• Shift - Night shift
• Working days - 5 days WFO
• Weekly off will be rotational

Overview -

• Day to day task like writing social comments, answering questions from followers and replying to comments on social channels.
• Ensuring daily productivity is met with 100% quality and adherence to the process TAT.
• Ensure Process TAT is met without fail being a critical portfolio.
• Writing social comments, answering questions from followers and replying to comments on social channels.

Role & responsibilities

1. Ensure wing to wing resolution of social media cases with utmost accuracy and deliver best in class service, Final resolution to be communication to customers.

2. Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained.

3. Raise red flags for high aging cases and Highlight intra and inter dept errors for resolution.

4. To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.

5. Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity.

6. Work proactively on probable escalation/Early Warning Signal triggers as per defined process.

7. Identify continuing issue in system and drive for closure via Root Cause analysis.

Key Competencies & Requisites:

• Excellent communication, interpersonal skills with evidence of team work and collaboration.
• Ability to work under pressure, strict deadlines and efficient in multi-tasking.
• Strong Product and Process knowledge
• Excellent voice modulation, professional phone etiquettes and communication skills interpersonal, verbal, and written with the goal of influencing outcomes.
• Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively.
• Negotiation and objection handling