As companies move to web for an enhanced customer experience, there rises an opportunity to service them in a totally new way. 24/7 Customer has defined a new career path involving social and interactive media.
There is no denying the fact that social media is now an important aspect of communication for the individual and for an organisation. There is wealth of information on social media, and it is today the biggest interfacing tool. This gave an idea to 24/7 Customer, one of the leading managed customer service support providers, to create a team of social and interactive media advisors. "In our 10th year of establishment, we are proud to again set a new trend in careers with the launch of the 'Intelligent Interactive Social Media Services'," Shanmugam Nagarajan, Co-founder and Chief People Officer, 24/7 Customer had said during the announcement of this new career program in September 2010.
Talking about the new line of career that the company has opened up Animesh Jain, Chief Delivery Officer of 24/7 Customer says, "We launched this new career path called social and interactive media careers which is going to change the way freshers approach the jobs in the BPO industry. This opens up opportunities even for people who may not have the right diction or accent when speaking, but are comfortable communicating in English over the Internet. They will use the social media platform to offer next generation customer service."
The role of this new breed of customer service personnel or advisors as they are being called would be to leverage the interactive platform that social media provides to offer pre-emptive customer service.
The company is planning to add 1500 employees in the next one year in this social media space alone. Jain explains that to join this team, a person will need to be very comfortable with communication tools like Twitter, Facebook, etc, and should have strong written and social networking skills. "To offer service the advisors will be equipped with our patented innovative customer contact management system that redefines the way a company interacts with its customers across devices, by transforming reactive contacts into smart interactions."
He claims that since the implementation of service over social and interactive media, overall customer satisfaction has gone up. In fact this will also take care of the diminishing number of the right employees who can offer good customer service. "Today most youngsters are on social media, so the career option that we are offering today will help them grow doing what they love," Jain added.
There is no denying the fact that social media is now an important aspect of communication for the individual and for an organisation. There is wealth of information on social media, and it is today the biggest interfacing tool. This gave an idea to 24/7 Customer, one of the leading managed customer service support providers, to create a team of social and interactive media advisors. "In our 10th year of establishment, we are proud to again set a new trend in careers with the launch of the 'Intelligent Interactive Social Media Services'," Shanmugam Nagarajan, Co-founder and Chief People Officer, 24/7 Customer had said during the announcement of this new career program in September 2010.
Talking about the new line of career that the company has opened up Animesh Jain, Chief Delivery Officer of 24/7 Customer says, "We launched this new career path called social and interactive media careers which is going to change the way freshers approach the jobs in the BPO industry. This opens up opportunities even for people who may not have the right diction or accent when speaking, but are comfortable communicating in English over the Internet. They will use the social media platform to offer next generation customer service."
The role of this new breed of customer service personnel or advisors as they are being called would be to leverage the interactive platform that social media provides to offer pre-emptive customer service.
The company is planning to add 1500 employees in the next one year in this social media space alone. Jain explains that to join this team, a person will need to be very comfortable with communication tools like Twitter, Facebook, etc, and should have strong written and social networking skills. "To offer service the advisors will be equipped with our patented innovative customer contact management system that redefines the way a company interacts with its customers across devices, by transforming reactive contacts into smart interactions."
He claims that since the implementation of service over social and interactive media, overall customer satisfaction has gone up. In fact this will also take care of the diminishing number of the right employees who can offer good customer service. "Today most youngsters are on social media, so the career option that we are offering today will help them grow doing what they love," Jain added.
By Priyanka Bhattacharya
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