Social Media Executive

2 weeks ago

Chennai, India LogFix SCM Solutions Pvt Ltd Full time

Social Media Desk - Contact Center

Reporting: Reporting to Team Leader - Social Media Grievance Desk

Duties and ResponsibilitiesProvide 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 escalationsShould be a team player and flexible with work 27 *7 shift, including weekends & Bank

issues. (Takes ownership of customers problems and issues)Awareness of Nuances in Different Social PlatformsAbility 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

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. Qualifications Experience:

- Any Graduate.Good command of English (Spoken/Written).Atleast 2 -3 years of experience in Voice Non-Voice process, preferably in banking/ financial Industry.

**Salary**: ₹40,000.00 - ₹45,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Day shift

Ability to commute/relocate:

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

**Education**:

- Bachelor's (required)

**Experience**:

- Social media marketing: 1 year (required)
- total work: 2 years (required)

**Language**:

- Hindi (required)

License/Certification:

- Digital marketing (preferred)

**Speak with the employer**
+91 08668072276

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