Sky Service Social Media - RM -Sky Channel-Customer Service

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

Work arrangement
No