Consultant – Social Media Team Jobs in Bangalore - HGS

JOB SUMMARY:

• To handle queries & complaints from Customers tactfully, provide excellent Customer experience at every interaction.
  
• Ensure end to end resolution by taking complete ownership on behalf of Customer on every interaction. 
• The goal is to achieve superior Customer engagement & ensure a significant improvement in Customer experience.
  
• Being a part of this team also means to be the whistle blower, highlight issues impacting Customers both external & internal.
  

• Excellent interpersonal skills, with the ability to troubleshoot functional, non-functional issues correctly & clearly to external Customers & Internal stakeholders
  
• Help us engage and de-escalate customer service inquiries over the phone, email, social media and reputation management sites
  
• Respond to comments concerning support issues made on our social media & reputation channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community
  
• Maintain the highest level of professionalism while managing sensitive issues and become the brand voice and vision throughout all conversations
  
• Identify trends and communicate to lead / managers – Act as whistle blower.
  
• Stay up to date with the organization's social media activities such as company news and promotions
  
• Excellent spoken & written language skills (English/Hindi must) with an ability to compose a grammatically correct, concise & accurate written response
  
• Should be flexible in learning different processes & be cross-skilled.Access software, drivers, knowledge bases & frequently asked question resources on Internet to aid in problem resolution for the Customer
  
• Perform post resolution follow-ups to help requests / to follow up on cases till closure flawlessly
  
• Always ensure Turn Around Time (TAT) is adhered to at all costs. Thorough understanding of the organization goals & objectives
  
• Handle high anxiety Customers with a composed attitude
  
• Prior experience of handling Digital Marketing / Social Media will be an added advantage
  
• Knowledge of applications such as Smart Assist / Avaya / Ubona / Jeeves CRM will be an added advantage (applicable only for IJP)
  

• Graduate with any stream
  
• Minimum Consultant role
  
• Should have minimum 1-year relevant experience