Kotak Mahindra Bank—Sky Service Social Media - RM -Sky Channel-Customer Service

Job description

Description: CEC Officer – Social Media - Retail Liabilities Department Customer Experience Center Location Thane Reporting Relationship CEC – Team Manager – Social Media Position Grade Deputy Manager Job Role - 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 Description - 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