Senior Social Media Specialist Job Vacancy in Standard Chartered Bengaluru, Karnataka – Updated today

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name : Standard Chartered
Location : Bengaluru, Karnataka
Position :

Job Description : Job: Retail Banking
Primary Location: Asia-India-Bangalore
Schedule: Full-time
Employee Status: Permanent
Posting Date: 22/Feb/2022, 12:00:04 AM
Unposting Date: Ongoing

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. It’s 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.
We’re 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.
The Role Responsibilities
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 KPI’s (Key Performance Indicator) & KRI’s (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
Our Ideal Candidate
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.
To view information on our benefits including our flexible working please visit our career pages. We welcome conversations on flexible working.

This post is listed Under  Technology
Disclaimer : Hugeshout works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company