Job Description

Primary Skills - Good command of English (Spoken/Written). Atleast 2 -3 years of experience in Voice/ Non-Voiceprocess, preferably in banking/ financial Industry. Qualification - Graduate in any Stream 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 H oliday, Night shift (applicable for Male Candidates) Ownership qualities - Respond to and Resolve easily complex product-related or technical issues. (Takes ownership of customerproblems and issues) Awareness of Nuances in Different Social Platforms Ability to communicate with the customers throughDirect messages, Tweets or on call if required. Agent must have strong soft skills and able to takeinitiative. Proactive. Positive attitude. Identifies and resolves customer issues using easilyunderstood written communication. Ability to handle unhappy customers as wellas 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 SocialMedia Support Team, Experience in social media channels /supporting customers. Experience in Call, Chat, Email customer engagement atContact Centre preferred. Good knowledge about consumer products such as savingsaccounts, 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.

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