Sr. Executive Contact Center - Social Media Jobs in Chennai at Smartheads Consultants

Last Updated: Aug 15, 2021 05:10 IST


Company Name
Smartheads Consultants
Job title
Sr. Executive Contact Center - Social Media
2-5 Years

Job Profile

Customer Centricity
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
Ensure Real Time Response on social media platfom basis customer sentiments and ensure
business reputation is mainatained
Raise red flags for high aging cases and Highlight intra and inter dept errors for resolution
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
Liaison with Sales, marketing, Risk, Product, pricing, and collection for the 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
Identify continuing issue in system and drive for closure via Root Cause analysis
Enabling Growth
Enusre monthly Customer Retention is @ 55%
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 3days -95%
Quality, Productivity with accuracy, Adeherence to Process TATs, Zero Avoidable Escalation
Wing to Wing Resolution
Customer Satifaction
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

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Key skills
Customer Care, Customer Support, Customer Service, Customer Support Executive, Customer Care Executive, Bpo, Outbound, Outbound Sales, Telesales, Inbound, Outbound Calling, Telemarketing, Upselling, inbound sales
We are looking for individuals to monitor, listen and respond to customers queries in a "Social" way. The individual should become an advocate for the organization by engaging in dialogues and answering questions appropriately.
Last Date

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