Team Member - Social Media

About the Role

The Social Media Team Member is responsible for managing customer interactions across various social media platforms, responding promptly to queries, delivering accurate product information, and ensuring high-quality engagement aligned with the company's brand voice and service benchmarks.

Company & Industry Context

Aditya Birla Health Insurance Company Ltd operates in the competitive health insurance sector, focusing on expanding health insurance penetration beyond traditional customer segments. The Indian health insurance market is growing rapidly, currently dominated by a few key players and characterized by increasing demand due to socio-economic changes and the COVID-19 pandemic. The company promotes innovative and digitally enabled insurance solutions coupled with incentivized wellness and chronic care management programs.

Key Responsibilities

• Handle real-time customer queries on platforms like Facebook, Twitter, and Instagram.
• Ensure quick and accurate responses maintaining consistent brand communication and compliance.
• Manage escalations and sensitive concerns professionally, preserving a positive public image.
• Record and update customer interactions using CRM tools.
• Simultaneously manage multiple conversations and prioritize tasks effectively.

Challenges & Opportunities

• Respond to high volumes of customer inquiries within stipulated timelines.
• Address dissatisfied or escalated customers tactfully in public digital forums.
• Balance multiple digital platforms while ensuring communication accuracy and brand consistency.
• Leverage the expanding health insurance market by fostering excellent customer engagement and building trust.

Candidate Profile

• Strong written and verbal communication skills with great attention to clarity and tone.
• Ability to empathize and patiently handle diverse customer issues.
• Basic understanding of health insurance products preferred.
• Effective listening and comprehension skills.
• Problem-solving aptitude and capability to manage escalations smoothly.
• Customer-centric approach with adaptability to varied audiences.

Organizational Context

The position reports to the Team Leader - Chat & Social Media within the Contact Center function. The reporting hierarchy is Customer Service Executive to Team Leader to DCM to VP to CFO to CEO.

Additional Information

The company strongly emphasizes digital adoption including paperless processes and seamless customer experiences across touchpoints. A unique proposition "Health Insurance for All" aims to appeal to a wide customer base through innovative wellness and chronic care programs.

Sign-off

Job holder reports to the Manager, Team Leader - Chat & Social Media Contact Center. Manager Name: Melvin Dsouza.