Service Manager Social Media - RBL Bank
- RBL Bank
- 2 - 7 years
- Mumbai
- 5 years ago
- Email to a friend
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Job Description
Job Title Service Manager Social MediaLocation
Mumbai
A. POSITION PURPOSE
Responsible for responding to customers on various communications on Social Media channels
Primary Purpose:
* Ensure all complaints/ queries received from Customers are handled appropriately as per prescribed procedures
* Ensure accurate and timely servicing of all transactions with nil error rate
* Ensure adherence to regulatory guidelines
* Execute tasks (end-to-end) covering similar areas, which may be delegated from time to time
* Communicate proactively with clients on all important matters
Will be required to actively engage with various parts of the Bank to achieve desired quality results.
Sr. Key Responsibilities
1 Social Media : Respond & resolve customers queries/complaints within defined TAT with speed, quality and accuracy
2 Provide first Contact Resolution to customers with a TAT of 1 hour / as defined by the bank
3 Proactive and timely action on social media comments / trends / sensitive cases, that may cause Reputational / Operational Risk to tahe Bank
4 Use of appropriate escalation methods.
5 Continuous conversation with all stakeholders Marketing, credit cards, contact centre, BASS, etc
6 Meet and exceed performance targets set by management
7 Adhere to breaks/shifts in a timely manner as per schedule.
8 To keep on improving upon the standard responses
9 Equip self with knowledge of new products / procedures and updated policies.
10 Meet quality assurance requirements and other key performance metrics.
11 Ability to identify research based opportunities to replicate best practices followed in the industry by Fintechs / Non- Banking entities
B. QUALIFICATIONS AND EXPERIENCE REQUIREMENT
Qualifications
Essential Graduate (preferably Convent background)
Preferred Post Graduate
Experience
Essential Minimum 2-3 years of Social Media Customer Service Experience in Credit Cards or Banking, Financial Sector
Digital Marketing / Diploma or certification in Social Media
Preferred Knowledge of Preferred Customer Service Mgmt. would be an added advantage
Worked in Contact Centre / Email process
Exposure on Social Media Online Reputation Management Tools like CRM Social, Loco buzz, Hoot Suite etc.
C. COMPETENCY REQUIREMENTS
1. Technical Skills
Skill Attribute
Service Excellence Proactive need identification and using logic
Ability to understand and recognize urgency and sensitivity
Ability to create urgency in the system
Taking end-to-end Ownership of Customer Issues
Cutting across the Bank to obtain results for Customer Servicing
Positive attitude is a must
Ability to connect dots
Ability to work with minimum information
Independent and ability to take decisions by using common sense
EUC Skills Excellent command of English Language Written & Spoken
Good Communication Skills
Expertise in Social Media
Knowledge of MS Excel, Word & PowerPoint
Command of Regional Language would be an added advantage
2. Behavioral Skills
Competencies Attribute
Professionalism To conduct assigned duties with professional judgement and in good faith.
Respect To be sensitive and responsible for action.
Excellence To act in a manner that earns the trust and admiration of others.
Entrepreneurial To be enterprising and take ownership of our actions.
Teamwork Working collaboratively and consistently to achieve the common goals.
Client Oriented/Engaging Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary solutions.
Result Oriented Unwavering focus on achieving results, maintain performance.
Customer Influence Ability to influence Customers in a smooth, non-abrasive manner without giving false information.
Attention to Detail Being meticulous and paying attention to details.
Analytical Skills
Communications Listening and communicating correct information to customers effectively and efficiently.
Perseverance Persistence in doing something despite difficulty or delay in achieving success.
Time Management Managing time effectively and should be a fast learner
Leadership Directs and advises others on performance of their jobs, using appropriate leadership styles while managing different individuals
Motivating Others Achieves results through effective use of people; mentors others to achieve goals by keeping them interested and satisfied while working on established targets.
Decisiveness Shows a readiness to make decisions, render judgements & commit oneself to definite opinions, taking actions and responsibility for such decisions.
D. FUNCTIONAL INTER-LINKAGES
Internal & External
Internal : Marketing, Social Media Response Unit, Client Services, Cards Business, Product, Ops, Risk, Service, Retail Assets and Liabilities, all other verticals PAN bank including HR, Info Sec, Customer Resolution Unit, Operations, Products, Business & any other unit
External : Outsourced Partners
Interested candidate please share your updated CV on de************a@rb****k.com
Job Classification
Industry: Banking, Financial Services, BrokingFunctional Area: Marketing, Advertising, MR, PR, Media Planning, Role Category: AdvertisingRole: AdvertisingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any SpecializationContact Details:
Company: RBL BankAddress: 2B, 6 Floor, One Indiabulls Centre, MUMBAI, Maharashtra, IndiaLocation(s): Mumbai+ View Contact
Keyskills: Complaint Management Escalation Management Online Reputation Management Handling Customer Queries Customer Service Social Media Executive Customer Complaints
Fraud Alert to job seekers!
₹ 3,00,000 - 8,00,000 P.A
RBL Bank
RBL Bank is one of India's fastest growing private sector banks with an expanding presence across the country. The Bank offers specialized services under six business verticals namely: Corporate & Institutional Banking, Commercial Banking, Branch & Business Banking, Retail Assets, Development Bankin...
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