Senior Executive - Customer Services, Super Premium
Core
Managing social media requests, complaints, and queries for credit card holders to resolve customer service issues and maintain business reputation.
Role type
Senior Executive, Customer Services (Social Media)
Builds
Customer service resolutions and brand reputation management on social platforms
Domain
Financial Services / Credit Cards
Deliverable
client delivery
Required skills
Social media response, ORM (Online Reputation Management), content management, stakeholder management, problem-solving, analytical ability
Responsibilities
Liaise with Sales, marketing, Risk, Product, pricing, and collection for process deviations and improvements; Work proactively on escalation triggers; Ensure real-time response on social media platforms; Own and track mapping and allocation of pending volume; Ensure process documentation and compliance adherence.