Associate - Contact Center (Non Voice)

SBI Card; Gurugram District; On-site; INR 350,000 - 500,000; Full time

Benefits offered by this job

Wellness program

Rewards & Recognition program

Gender neutral policy

Job summary

SBI Card is seeking a dedicated Social Media Response professional to manage customer service requests, complaints, and queries on social channels. You will ensure timely responses per defined SLAs and collaborate with cross-functional teams to drive customer centricity.

The role emphasizes real-time monitoring of social sentiment, maintaining brand reputation, and strict adherence to processes and documentation. Graduate principles welcome across disciplines.

Qualifications

• Experience in ORM/Social Media Response/content management.
• Graduate in any discipline.
• FSI experience preferred.

Responsibilities

• Handle social media requests from credit card holders per SLAs.
• Coordinate with Sales, Marketing, Risk, Product and Pricing for deviations and improvements.
• Ensure real-time response to sentiments on social platforms to protect business reputation.
• Map, own and track pending volume.
• Ensure process documentation and compliance adherence.

Skills

Social media management

Content management

Stakeholder coordination

Communication

Education

Graduate in any discipline

Tools

Content management systems

Job description

About the company

At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for handling of social media requests from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.

Role Accountability

1. Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity
2. Work proactively on probable escalation/Early Warning Signal triggers as per defined process
3. Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
4. Own & track mapping and allocation pending volume
5. Ensure process documentation and compliance adherence

Measures of Success

1. FRT First Response Time) Rate
2. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
3. Customer Satisfaction
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

Experience in ORM/ Social Media Response / content management

Competencies critical to the role

1. Stakeholder Management
2. Problem-solving ability
3. Analytical Ability

Qualification

Graduate in any discipline

Preferred Industry

FSI

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.