Sky Service Social Media - RM -Sky Channel-Customer Service

Reporting Relationship

CEC – Team Manager – Social Media

Position Grade

Deputy Manager

Job Role

• Handling customer queries / complaints primarily on Social Media websites followed by email/Calls, for Retail Liabilities
• Adhere to agent-level Service Level Agreement (SLAs) specific by the process
• Ensure adherence to time schedules (Turn Around Time)
• Complete the logs specified by the process (End-of-day target)
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process
• Act on the feedback given by Team Manager or Quality or on the coaching provided to the team as guidelines for improving performance
• Provide inputs to improve work procedures that can enhance overall team performance

Job Description

• Graduate
• Should be internet-savvy and active on social media.
• Should be able to use social media tones.
• Minimum 3 years’ experience in handling social media escalations - Understanding of call center industry an advantage
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9hours shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers