Social Media Escalation Manager
- Indusind Bank
- 2 - 7 years
- Mumbai
- 2 months ago
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Job Description
Social Media Desk - Contact Center Reporting:
Reporting to Team LeaderDuties 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
Salary:
Minimum: 3 Lakhs per Annum
Maximum: 5 Lakhs per Annum
Interview Address
IndusInd Bank Ltd, Solitaire Corporate Park, Guru Hargovindji Marg
Building No. 8, 3rd floor, Andheri Kurla Road, Andheri (E), Mumbai - 400093
*Interviews to be conducted on Monday - Friday every week from 10am - 5pm.*
Please send your CVs on the below mentioned mail id and attend the interview.
[ Sw********h@in*****d.com ]
Job Classification
Industry: BankingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: Indusind BankLocation(s): Mumbai
Keyskills: social media complaints social media escalations Customer Escalation Customer Complaints problem solving Customer Queries
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Indusind Bank
IndusInd Bank Ltd. is a Customer-focused, technology-based, ISO 9001:2000 certified new generation private sector Bank with ambitious growth plan is looking for the following position.
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