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Job Description
Role Purpose
Responsible for handling of social media requests from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.
Role Accountability
- Liaise 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
- Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
- Own & track mapping and allocation pending volume
- Ensure process documentation and compliance adherence
Looking to get Placed? Try our Placement Guarantee Plan
- FRT First Response Time) Rate
- Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
- Customer Satisfaction
- Process Adherence as per MOU
Skills
Customer EscalationTwitterOnline Reputation ManagementHandling Customer QueriesSocial Media ResponseEscalationsCustomer ComplaintsORMCustomer SatisfactionIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Important dates & deadlines?
Application Deadline
29 Apr 26, 05:41 PM IST
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