CEC Officer - Social Media - Credit Cards-Customer Experience Center-Customer Service

Handling customer queries / complaints primarily on Social Media websites followed by email/Calls, for Retail Liabilities

Adhere to agent-level Service Level Agreement (SLAs) specific by the process

Ensure adherence to time schedules (Turn Around Time)

Complete the logs specified by the process (End-of-day target)

Adherence to Information Security norms & quality process norms.

To be aware of and comply with any updates about the process 

Act on the feedback given by Team Manager or Quality or on the coaching provided to the team as guidelines for improving performance 

Provide inputs to improve work procedures that can enhance overall team performance

Job Descripti

• Graduate
• Should be internet-savvy and active on social media.
• Should be able to use social media tones.
• Minimum 3 years’ experience in handling social media escalations - Understanding of call center industry an advantage
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9hours shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers