Senior Executive - Contact Center, Social Media

Job Description
Customer Centricity
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
Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
Raise red flags for high aging cases and Highlight intra and inter dept errors for resolution
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
Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity
Work proactively on probable escalation/Early Warning Signal triggers as per defined process
Identify continuing issue in system and drive for closure via Root Cause analysis
Enabling Growth
Ensure monthly Customer Retention is @ 55%
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(Define the Outcomes expected of the role)

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

Skills Sets Required

Excellent communication, interpersonal skills with evidence of team work and collaboration
Ability to work under pressure, strict deadlines and efficient in multi-tasking
Strong Product and Process knowledge
Must be able to build positive, productive relationships with customers, team members and cross function.
Excellent voice modulation, professional phone etiquettes and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes.
Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively.
Negotiation and objection handling

Must have Qualification
Graduate from a recognized University with 3-5 years of experience in customer service roles

Total Experience
2-3 years experience is customer service industry

Relevant Experience in a field
Customer Services - Credit Card

Same Posting Description for Internal and External Candidates