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Senior Executive - Social Media

Senior Executive - Social Media

ConfidentialGurgaon / Gurugram
6 days ago
Job description
  • Ensure wing to wing resolution of social media cases with utmost accuracy and deliver best in class service, Final resolution to be communication to customers
  • Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
  • Raise red flags for high aging cases and Highlight intra and inter dept errors for resolution
  • To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
  • Liaison 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
  • Identify continuing issue in system and drive for closure via Root Cause analysis.
  • Enabling Growth
  • Ensure monthly Customer Retention is @ 60%
  • Operational Excellence
  • Day to day task like writing social comments, answering questions from followers and replying to comments on social channels Ensuring daily productivity is met with 100% quality and adherence to the process TAT Ensure Process TAT is met without fail being a critical portfolio. Day to day task like writing social comments, answering questions from followers and replying to comments on social channels.

    • Skills Required

    Sentiment Analysis, Escalation Management, Root Cause Analysis

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    Social Media Executive • Gurgaon / Gurugram

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