Team Lead, Social Media and Web Chats at First Bank

Duties & Responsibilities

• Manage the team
• Track all interactions (complaints, requests, and enquiries) are attended to within the agreed TAT
• Ensure that complaints are logged and sent to the appropriate unit for assistance
• Ensure customers are given timely feedback on the status of their complaints and informed of final resolution
• Mentoring and coaching of team members
• Review work done by team members
• Confirm active access rights of team members at regular intervals
• Ensure that chats are responded to promptly and escalate to supervisor if there is a need for ad-hoc services
• Social media management and administration

Job Requirements

• Social media expertise
• First Degree in any relevant discipline but preferably Arts/ Social Scienceshttps://hdbc.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/602