Social Media Desk

6 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
- 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
- Ownership qualities - Respond to and Resolve easily complex product-related 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.
- 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**:

- 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.

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