Posted:5 hours ago|
Platform:
Work from Office
Full Time
Role Purpose
Responsible for handling of social media requests from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.
Role Accountability
1. Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity
2. Work proactively on probable escalation/Early Warning Signal triggers as per defined process
3. Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
4. Own & track mapping and allocation pending volume
5. Ensure process documentation and compliance adherence
Measures of Success
1. FRT(First Response Time) Rate
2. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
3. Customer Satisfaction
4. Process Adherence as per MOU
Technical Skills / Experience / Certifications
Experience in ORM/ Social Media Response / content management
Competencies critical to the role
1. Stakeholder Management
2. Problem-solving ability
3. Analytical Ablility
Manpowergroup Services India
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