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Lead Spec, Client Tech Support - SMaC : Written Communication Coach

Client Tech Support
17000WWQ Requisition #
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Job Title : Lead Spec, Client Tech Support - SMaC : Written Communication Coach
Location: Bangalore

Role Overview: Social Media written Communication Coach role in responsible for coaching front line agents on written communication skills which will enable the front line agents to effectively manage their conversation and resolution communication on Social Media platforms.

Role Responsibilities:

- Candidate should be able to help front line agents with relevant information that helps to achieve the objective:
- Tailor our message to meet our customer's needs
- Do customers understand clearly as to WHY/WHAT we are writing?
- How we can professionally deal with complaints, give information, get a result, persuade our Customers to engage with us
- Creating an impact and keeping our customers 'with us' until the final sentence or till resolution is provided
- Help front line agents in preparing and structuring a right response
- Presenting the information in an organised, logical sequence
- Understand how customer is perceiving our responses

Role Requirements:

- 5-7 Yrs of relevant experience with a Bachelor degree is required.
- Minimum qualification required fro this role is a degree
- Candidate should know the Perils and Pitfalls of Business/Social Writing
- Should be aware of business grammar
- Tips to ensure we avoid grammatical errors
- Constructing sentences and paragraphs - with appropriate punctuation to create rhythm and flow


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