JOB ROLE: Consultant Social Media Team
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)
QUALIFICATION / ELIGIBILITY CRITERIA: (Pre-requisite)
Graduate with any stream
Minimum Consultant role
Should have minimum 1-year relevant experience
Interested Candidate can walk directly and attend the interview.
Note : DO NOT FORGET to write HR VAISHNU on the top of your resume.
Walk in date :28/08/2018 to 29/08/2018
About Intelenet Global Service
Intelenet Global Services is a Business Process Outsourcing (BPO) & contact centerprovider firm headquartered in Mumbai, India, backed by Blackstone Group.
The company offers contact centre, transaction processing, finance & accounting, HRO and IT to companies in the UK, US, Australia, and India. Backed by The Blackstone Group, a Private Equity player, Intelenet is a 55,000 people organization spread across 70 sweatshops across North & Central America, UK, Europejj, Asia Pacific and the Middle East; supporting 110+ clients in over 50 languages. The firm is headed by the CEO Bhupinder Singh and Susir Kumar serves as the Executive Chairman