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Social Media Desk

3 months ago

Chennai, Tamil Nadu, India Arting Digital Private Limited Full time

Position Title:
Social Media Desk

CTC: 2-5lpa

Exp: 2-3yrs

Location :
Karapakkam, Chennai

Working Mode:
on-site(work from office)

Primary Skills - 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

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
  • Followup/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


 Ownership qualities
  • Respond to and Resolve easily complex productrelated or technical issues. (Takes ownership of customer's 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.
  • Selflearner keeping skills and knowledge up to date (Social Media trends), Internetsavvy and should have Passion for Social Media, and helping others through knowledge sharing.

Skills and Specifications:

  • 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 multitasking 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, Selfmotivated and should be dedicated to provide exceptional service to the bank.
  • Good negotiation skills with customeroriented attitude.
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