Executive Leadership Position

2 days ago


Gurgaon, Haryana, India beBeeResponsibility Full time ₹ 20,00,000 - ₹ 25,00,000
Job Opportunity

The Senior Executive will be responsible for handling social media requests from Credit Card holders to resolve customer service requests, complaints, and queries as per agreed SLAs.

Main Responsibilities
  • Liaise with Sales, Marketing, Risk, Product, Pricing, and Collection teams for 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
  • Ensure Real-Time Response on social media platforms based on customer sentiments and maintain business reputation
  • Own and track mapping and allocation pending volume
  • Ensure process documentation and compliance adherence
Key Performance Indicators
  • FRT (First Response Time) Rate
  • Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
  • Customer Satisfaction
  • Process Adherence as per MOU
Requirements
  • Experience in ORM/Social Media Response/Content Management
  • Stakeholder Management skills
  • Problem-solving ability
  • Analytical Ability
  • Graduate in any discipline


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