Senior Manager - Social Media - Social Reputation Management - Banking/Financial Services

Senior Manager - Social Media - Social Reputation Management - Banking/Financial Industry candidates only.

Roles and Responsibilities:

Experience of handling Social Reputation Management and Chat Management from Service standpoint. Excellent writing and language skills Displays ability to effectively communicate information Possesses knowledge and experience in the social media management. Demonstrates creativity and documented immersion in social media.

Frontend: Administrate the creation of response, publish relevant and high quality response at all stages , Leverage the right tool to manage customer queries, Demonstrate winning Social Customer Service techniques such as empathy, patience, advocacy and conflict resolution , Identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues -Implement ongoing education to remain highly effective. Set up a dedicated social command center to monitor real time data and provide insights that can enhance social heath

Backend: Ensure wing to wing resolution of social media cases with utmost accuracy and deliver best in class service. Work proactively on probable escalation/Early Warning Signal triggers as per defined process

Non Voice interactions - Through emails and live chat - Ensure maintenance of revert TAT or Email, webform, letters and chat basis the agreed SLA with business with accuracy, Lead projects to deliver higher productivity.

Desired Candidate Profile:

- Experience of handling Social Reputation Management and Email Management from Service standpoint Excellent writing and language skills

- Displays ability to effectively communicate information Possesses knowledge and experience in the social media management

- Demonstrates creativity and documented immersion in social media Ability to work under pressure, strict deadlines and efficient in multi-tasking.