Social Media Desk

Social Media Desk / Contact Center - CHENNAI

   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 customers 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.

Experience:

• 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