Senior Associate - Customer Service - Social Media & Chats Process - BFSI

Key Responsibilities:-

- Managing Query Resolution Unit, Social Media Channel and Chat process

- Deep understanding of customer service operations process across Channels (Eg, Inbound, Email, Chats etc.)

- Proficient in managing queries, be the point of contact to drive and conceptualize the journey of moving from Good to excellent in-terms of customer satisfaction

- Assisting on-site team in transactions and facilitating on day to day activities

- Problem solving attitude towards customer queries by understanding first the customer's concerns; selecting and explaining the best solution to solve the problem over mails/calls expediting correction or adjustment; following up with various departments to ensure quick resolution

- Respond to all the queries from the external & internal customers (sales, collections, etc) with accuracy following communication procedures & policies

- Ability to balance and prioritize multiple tasks

- Accountable for Internal Audits

- Knowledge of tools like; Loco buzz, Social Studio will be an added advantage

Eligibility Criteria for the Job:

Education Graduate/ Post Graduate

Work Experience - Minimum 8-12 Years of experience in the same industry

Primary Skill":

- Strong communication & inter-personal skills

- Strong Understanding of calling etiquettes and soft skills

- Strong analytical & presentation skills

Technical Skills:

- Proficiency in Ms-Excel, Ms-Word, Power Point, Finnone & CRM System

Management Skills :

- Ability to balance and prioritize multiple tasks

- Strong decision making and ability to address complex situations

- Strong sense of accountability and self-initiative

- Team Management skills

Team size : 15-20 with 3-5 direct reports

Soft Skills

Willing to work for flexi hours

Good Listener, Clear Communication

Positive attitude, self-confident, assertive & patient