Call Center Agent Social Media
Core
Manage social media channels for the Contact Center and handle inbound customer calls, inquiries, and complaints for a bank.
Role type
Customer service agent (social media & call center)
Builds
Customer-facing digital communication platforms and call center operations
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
Customer complaint resolution, Regulatory compliance, Product knowledge, Cross-selling
Preferred skills
Call center operations experience, Banking customer support experience
Technologies
Call center systems, Social media platforms
Responsibilities
Respond to inbound calls and manage social media channels, Collect customer information and process service requests, Cross-sell bank products based on customer needs, Achieve call center KPIs including call quality and satisfaction targets, Document customer feedback and escalate unresolved complaints, Coordinate with internal departments for cross-functional resolutions
