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
* Versatile 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

📌 Sky Service Social Media (Thane)
🏢 Kotak
📍 Thane