Senior Executive - Social Media

Customer Centricity 

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 

8. Enabling Growth 

9. Ensure monthly Customer Retention is @ 60% 

10.Operational Excellence

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. Day to day task like writing social comments, answering questions from followers and replying to comments on social channels

Measures of Success

FRT (First Response Time) Real time

Resolution speed with 3days -95% Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation Wing to Wing Resolution Customer Satisfaction