Job Description

Responsibilities
* Addresses all customer query, request, feedback, and complaints posted by
a customer through any of social media platforms.
* Responds to and resolves escalated customer issues using sound judgment
with emphasis on customer satisfaction.
* Follow-up with member/prospects / internal teams within agreed SLA/TAT
about the customer issues raised.
* Identifies the root cause for customer complaints and works with the
management to provide appropriate solution and avoid repeat complaints.
* Ensures close looping of 100% Q/R/C/F on social media within stipulated
TAT.
* Maintain daily productivity trackers which would show the quantum and TAT
of interactions addressed.
* Identifying, analysing, and initiating the escalation process in an
organization based on the escalation criteria specified by the organization.
* Facilitating data collection for process improvements and knowledge base
improvements.
* Influence customers to avoid usage of social media platform for complaint
redressal and on resolution influence the customer to post positive
feedbacks on social media. Skills and Competencies
* Multilingual fluency (minimum 1 regional languages and English)
* Exceptional Communication skills - active listening skills, verbal and
written communication skills, telephone and email/chat etiquettes, customer
relationship management
* Interpersonal Skills - Ability to patiently handle diverse customers &
easily connect with them
* A passion for customer engagement and a desire to delight customers by
taking ownership to resolve the customer\'s issues.
* Passion to learn - Ability to acquire in depth Process/product knowledge
* Problem solving ability
* Influencing skills - demonstrated experience in influencing
internal/external customers towards a win-win situation.
* Ability to manage conflicts while remaining assertive.
* Excellent customer sensitivity and customer ownership mindset.
* Willing to go the extra mile in ensuring customer issues are resolved and
to prevent recurrence for other customers. Education and Experience
* Graduation and above
* Minimum 3 years of experience in a customer service role with minimum of
6 months experience in social media management/SME role.
* Proficiency in MS-office and google sheets. Job Location * Chennai Job Type: Full-time Salary: 9200,000.00 - 9500,000.00 per year Benefits:

• Health insurance
• Leave encashment
• Life insurance
• Provident Fund

Schedule:

• Day shift

Ability to commute/relocate:

• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor\'s (Preferred)

Experience:

• 3 year experience customer support (Preferred)

Speak with the employer
+91 9025310767