Senior Executive - Contact Center, Social Media

Short Description for Internal Candidates

Senior Executive - Contact Center, Social Media

Description for Internal Candidates

Customer Centricity 1. Ensure wing to wing resolution of social media cases with utmost accuracy and deliver best in class service, Final resolution to be communication to customers 2. Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained 3. Raise red flags for high aging cases and Highlight intra and inter dept errors for resolution 4. To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions 5. Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity 6. Work proactively on probable escalation/Early Warning Signal triggers as per defined process 7. Identify continuing issue in system and drive for closure via Root Cause analysis 8. Enabling Growth 9. Ensure monthly Customer Retention is @ 75% 10.Operational Excellence

Day to day task like writing social comments, answering questions from followers and replying to comments on social channels Ensuring daily productivity is met with 100% quality and adherence to the process TAT Ensure Process TAT is met without fail being a critical portfolio. Day to day task like writing social comments, answering questions from followers and replying to comments on social channels

Measures of Success(Define the Outcomes expected of the role)

FRT (First Response Time) Real time

Resolution speed with 2 days -95% Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation Wing to Wing Resolution Customer Satisfaction

Skills Sets Required

Excellent communication, interpersonal skills with evidence of team work and collaboration Ability to work under pressure, strict deadlines and efficient in multi-tasking Strong Product and Process knowledge Must be able to build positive, productive relationships with customers, team members and cross function. Excellent voice modulation, professional phone etiquettes and communication skills interpersonal, verbal, and written with the goal of influencing outcomes.