Social Media Executive

Bangalore, Karnataka Rs. 125k - 500k per annum

Apply before Friday, February 17, 2023, 16 Days left

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In your role, you will be expected to:

- Communicate politely and effectively with the zeta users (external & internal)

- Actively listen, understand and reply to the users immediately

- Being the front line support for customers over chats/emails/calls, addressing 100-120 interactions a day

- Consistently provide outstanding customer service by meeting/exceeding the needs of the customer and achieving the defined quality metrics

- Resolve any customer issues identified during the contact, ensuring the resolution is one which benefits both the customer and Zeta

- Ensuring speedy resolution of customer issues while maintaining high customer satisfaction

- Help fix any bugs that crop up in the product and contribute to the documentation of product

- Strive to deliver a WOW! effect for our customers, to further enhance their perception of our product and company

- Achieve the KRAs

- Maintain Punctuality and Time management

- Ensure Login and Break adherence

- Work as per the scheduled roster

- Carry out tasks without follow-up

Specific to Product Operations in addition to the above:

- KYC forms processing - Self serve KYC, Paper KYC (Scanning,Uploading,Approving)

- Super card kitting, dispatch and registry maintenance

- Process benefits cards related bills (Food, medical, car related, driver salary) keeping the business rules in mind as per the provided checklist

- NFC Tag and Super Card physical pairing

- Initiate outbound calls when reported by the other teams

- Specific to ORM (Online Reputation Management) in addition to the above

- Moderate Facebook/Twitter/LinkedIn user reviews as per guidelines

- Resolve Queries/Requests/Complaints for users via Zeta social handles on Facebook/Twitter/LinkedIn

- Review Android, iOS app reviews and resolve issues/concerns with the help of tools/technology SPOCs on a real time basis


Who should apply for this role?

- Experienced in Chat/Email/Phone/Back-end customer support

- A fresh graduate with good understanding of the industry.

- Extremely passionate about technology and well-versed with and highly interested in Internet, mobile communication and smartphones

- Excellent in communication and can explain concepts accurately

- Able to understand the mobile payment industry

- A good team player and particularly good at building rapport with customers

- Able to handle large volumes of chats/emails/calls independently with a high level of drive, initiative and self-motivation. Approx.120 interactions per day

- Able enjoy working in a fast paced and dynamic environment full of young, overachieving enthusiasts

- Proficient in English, Hindi and any one Regional Language

- Customer centric and Self motivated

- A logical thinker & a quick learner

- Organized, well-mannered and punctual

- Good at typing speed- 25 WPM with 95% accuracy

- Working knowledge in MS Excel

- Possess more than 95% of accuracy in data verification

Apply before Friday, February 17, 2023, 16 Days left

Companies may expire jobs at their own discretion.

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