Customer Service Role - Inbound Process - Banking (0-3 Yrs) Chennai (After-Sales/Customer Service)

Job Title - Banking InboundExperience - FresherQualification - Graduate in any streamLocation - Karapakkam , Chennai Good to have : English and Hindi languages are required Duties and Responsibilities :- Provide support to relevant posts on the Customer Forums, Facebook, Twitter, and Playstore. The Social Media Agent will act as the Primary Contact for the customer.- Handling Social media escalation in a timely & efficient manner to ensure customer satisfaction - Handle customer Query, Request or complaints with efficient product/process knowledge, presentation & communication skills.
-Root Cause Analysis (wherever applicable) to be done. Share findings of the investigation with the respective authorities/relevant departments Liaising and coordinating with other departments and branches for resolution - Follow-up/escalate cases where resolution pending beyond TAT. Ability to recognize when an issue is emerging and when to escalate.- Maintain and adhere to Compliance guidelines and adherence - Providing end to end resolution to customer escalations - Should be a team player and flexible with work 27 -7 shift, including weekends & Bank Holiday, Night shift (applicable for Male Candidates)- Ownership qualities - Respond to and Resolve easily complex product-related or technical issues. (Takes ownership of customer s problems and issues)- Awareness of Nuances in Different Social Platforms- Ability to communicate with the customers through Direct messages, Tweets or on call if required.- Agent must have strong soft skills and able to take initiative. Proactive. Positive attitude.- Identifies and resolves customer issues using easily understood written communication.
-Ability to handle unhappy customers as well as the ability to handle bad reviews/tweets, CEO escalations, Linkedin escalations when communicating it to them.- Self-learner - keeping skills and knowledge up to date (Social Media trends), Internet-savvy and should have Passion for Social Media, and helping others through knowledge sharingSkills and Specifications : - Candidates must express interest in joining the Social Media Support Team, Experience in social media channels /supporting customers.- Experience in Call, Chat, Email customer engagement at Contact Centre preferred.- Good knowledge about consumer products such as savings accounts, current accounts, loans, KYC, Cards, ScanPay, and UPI.- Excellent communicator- excellent oral, written and interpersonal communication skills.
-Ability to analyse the things by exceptional listening and analytical skills.
-Should have the multi-tasking abilities and should be well versed in intermediate to advanced knowledge levels with service quality standards.
-Should necessarily have strong knowledge of customer care processes and techniques and the related sector as well.
-Demonstrated ability to work well in a team environment, Self-motivated and should be dedicated to provide exceptional service to the bank.
-Good negotiation skills with customer-oriented attitude. (ref:updazz.com)

Payroll Type : Permanent