Urgent Opening for a Leading Bank
Kindly Share resume asap. Contact Person : Divyaa firstname.lastname@example.org
Knowledge / Experience of Social Media query handling - ORM & Response Mgmt .
Social Media, Customer care Mailbox and Chat Management / respond & resolve customer's queries/complaints within defined TAT
Daily checks of various Portals.
Provide first Contact Resolution to customers
Highlight trends and specific cases that may cause Reputational / Operational Risk to the Bank
Use of appropriate escalation methods.
Continuous conversation with all stakeholders - Marketing, credit cards, contact centre, BASS, etc
Meet and exceed performance targets set by management
Adhere to breaks/shifts in a timely manner as per schedule.
To keep on improving upon the standard responses
Equip self with knowledge of new products / procedures and updated policies.
Meet quality assurance requirements and other key performance metrics.
1. Technical Skills
Service Excellence Treating Customer Right
Taking end-to-end Ownership of Customer Issues
Cutting across the Bank to obtain results for Customer Servicing
Always handling Customers with a positive attitude
Valuing the value chain within the organisation
Staying ahead of Customer Needs/Queries
Positive attitude is a must
EUC Skills Excellent command of English Language - Written & Spoken
Good Communication Skills
Expertise in Social Media
Knowledge of MS Excel, Word & PowerPoint
Command of Regional Language would be an added advantage