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
- Positive 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

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