Service Manager ? Social Media - Controlling Office - Mumbai Job in Rbl Bank Ltd.
Service Manager ? Social Media - Controlling Office - Mumbai
- Mumbai, Maharashtra
- Not Disclosed
- Full-time
Sr.
Key Responsibilities
1 Social Media : Respond & resolve customers queries/complaints within defined TAT with speed, quality and accuracy
2 Provide first Contact Resolution to customers with a TAT of 1 hour / as defined by the bank
3 Proactive and timely action on social media comments / trends / sensitive cases, that may cause Reputational / Operational Risk to tahe Bank
4 Use of appropriate escalation methods.
5 Continuous conversation with all stakeholders Marketing, credit cards, contact centre, BASS, etc
6 Meet and exceed performance targets set by management
7 Adhere to breaks/shifts in a timely manner as per schedule.
8 To keep on improving upon the standard responses
9 Equip self with knowledge of new products / procedures and updated policies.
10 Meet quality assurance requirements and other key performance metrics.
11 Ability to identify research based opportunities to replicate best practices followed in the industry by Fintechs / Non- Banking entities
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