OFFICER – SOCIAL MEDIA CUSTOMER MANAGEMENT Contract

Titan Company Ltd

Posted By : Titan Company Ltd

Bengaluru, Karnataka (7)

The responsibilities include resolving customer queries, recommending solutions and guiding

product users through features and functionalities. To be successful in this role, you should be an

excellent communicator who’s able to earn our clients’ trust. You should also be familiar with the

Live chat routine. Ultimately, you will help establish our reputation as a company that offers

excellent customer support during all sales and after-sales procedures. Ultimately, you will help

establish our reputation as a company that offers excellent customer support during all sales and

after-sales procedures. 

Experience as a Customer Support Specialist or similar CS role

● Familiarity with Call Center Industry is a plus with exposure to Social Media or Live Chat

Support

● Experience using help desk software and remote support tools

● Understanding of how CRM systems work

● Excellent communication and problem-solving skills

 

● Multi-tasking abilities

● Patience when handling tough cases

● Respond to customer queries in a timely and accurate way, via phone, email or chat

● Identify customer needs and help customers use specific features

● Analyse and report product issues (for example, by testing of different scenarios)

● Update our internal databases with information about product issues and useful discussions

with customers.

● Monitor customer complaints on social media and reach out to provide assistance

● Share feature requests and effective workarounds with team members

● Inform customers about new features and functionalities

● Follow up with customers to ensure their issues are resolved

● Gather customer feedback and share with our Product, Sales and Marketing teams

● Assist in training junior Customer Support Representatives

● Receive inbound calls from customers to interact with them and identify their needs or

issues

● Provide solutions and recommendations to customers via telephone calls

● Follow set communication guidelines in addressing the needs and problems faced by

customers

● Build positive work relationship with customers to enhance the image and public perception

of a company

● Place outbound calls to customers to promote new products and services

● Ensure call records are properly stored and organized in a call center database

● Maintain a courteous and friendly disposition when interacting with customers irrespective

of their temperament

● Ensure daily shift chat/call targets are achieved

● Provide periodic reports to company management on work activities

● Monitor trends in customer calls and alerts management in event of any suspicious activity

● Upsell products to customers while providing solutions with respect to products

Ensure call/chat records are properly stored and organized in a call centre database

Monitor trends in customer calls/chat and alerts management in event of any suspicious activity

  • Active Listening
  • Clerical
  • Computers and Electronics
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • English Language
  • Inductive Reasoning
  • Information Ordering
  • Near Vision
  • Oral Comprehension
  • Oral Expression
  • Persuasion
  • Problem Sensitivity
  • Reading Comprehension
  • Service Orientation
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Written Comprehension
  • Written Expression

Any Diploma

  • Any Diploma/graduate
  • Exceptionally good with Communication or Relevant Experience which is above 1 to 2 years
  • ● 12th Pass Or graduate in any Discipline
  • ● Exposure to social media management
  • ● Excellent written and spoken English
  • ● Fluency in Spoken Hindi
  • ● Customer Service Skills: Call Etiquette and call handling
  • ● Problem-solving Skill: Identify customer Needs/challenges and provide solutions that
  • address the same
  • ● Sales Skills
  • 6 days a week with rotational off and work from office in the JD

Journey