Senior Executive Contact Center | Social Media (Credit Card)

We are looking for experienced Credit Card Customer Service professionals to join our Contact Center Social Media team.

Role: Senior Executive – Contact Center, Social Media
Location: Gurgaon DLF Cybercity
Experience: 2–5 Years
Qualification: Graduate

Key Skills:
• Credit Card Customer Service / Customer Support
• Social Media Customer Service
• Complaint & Escalation Handling
• Customer Retention
• Query Resolution
• FRT / TAT / FCR / CSAT
• CRM & Case Management
• Cross-functional Coordination
• Root Cause Analysis
• Negotiation & Objection Handling

Key Responsibilities:
• Handle customer queries, complaints and requests received through social media channels
• Ensure real-time responses and end-to-end/wings-to-wing resolution
• Coordinate with Sales, Marketing, Risk, Product, Pricing and Collections teams
• Identify recurring issues and drive resolution through RCA
• Maintain defined FRT, TAT, quality and productivity standards
• Proactively identify escalation and early-warning triggers
• Focus on customer satisfaction and retention

Credit Card Customer Service experience is mandatory.