• Senior Social Media Specialist- Global Jobs in Bangalore,India

  • Standard Chartered Bank Ltd
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East

To us, good performance is about much more than turning a profit Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good

Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation This in turn helps us to provide better support to our broad client base

JOB PURPOSE

To handle customer social media posts, calls & issues while providing consistent customer delight relating to queries / requests / financial needs / problem resolution keeping focus on SCB policies

KEY RESPONSIBILITIES

Moderate, review and respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner and provide end-to-end resolution (as applicable), to create positive connections with our customer community

Engage social media commentary directly in carefully phrased social media responses seen by a broad audience

Moderate all user-generated content on social media in line with the moderation policy for each community

Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable) and follow up frequently with customers throughout the life of their complaint resolution

Ability to write, think and work quickly without losing focus

Follow-up on open tickets to drive timely closure

Maintain the highest level of professionalism while managing sensitive issues

Demonstrate personal ownership and accountability

Show empathy while providing thoughtful and prompt resolutions

Sign up customers for value added services and digital education (as applicable)

Tag the social media posts & calls accurately as per internal guidelines & policies

Give accurate information to customers on his/her queries & concerns

Have high awareness levels on KYC and anti-money laundering policy

Multi-skilled to handle both social media posts and outbound calls (as applicable)

Initiate and strive towards achieving set targets and service standards

Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)

Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / process gaps and highlight to the management

Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable)

Adhere to customer data confidentiality policy

Adhere to all applicable rules / regulations and group policies

Ensure KPIs (Key Performance Indicator) & KRIs (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement

Support the identification, development and implementation of continuous improvement ideas

Provides timely feedback to management concerning operational changes/ideas, and recommends solutions to customer service failures

Report on activity and findings, concisely summarizing important community trends and insights that are relevant to social care, team, SCB products and the overall brand

Participation in operational or technical platform trainings, as needed

Additional duties as assigned

KNOWLEGDE /SKILLS/EXPERIENCE

Minimum qualification should be graduation

Strong writing communication

Knowledge of Excel and comfortable with systems

Good knowledge of the selected market and customer segments would be an advantage

Strong inter personal skills m which encourages and promotes enthusiasm and team spirit

Apply now to join the Bank for those with big career ambitions

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : Banks/Insurance/Financial Services
Role : Banking -General
Salary : As per Industry Standards
Deadline : 07th Jan 2020

Key Skills:

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