Contact Center Executive - Social Media Customer Support

SBI Payment Services Pvt. Ltd.; Chennai; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Medical Insurance

Personal Accident

Group Term Life Insurance

Annual Health Checkup

Dental

OPD benefits

Job summary

SBI Card invites applications for Executive - Contact Center (Non Voice) to handle social media requests from Credit Card holders and resolve queries within agreed SLAs.

The role requires a graduate in any discipline with experience in ORM, social media response and content management; you will work with cross-functional teams to protect the company’s reputation and improve customer centricity.

Qualifications

• Experience in ORM / social media response / content management.
• Stakeholder management and analytical ability.
• Ability to work with cross-functional teams and meet SLAs.

Responsibilities

• Handle social media requests from Credit Card holders to resolve customer service issues as per SLAs.
• Coordinate with Sales, Marketing, Risk, Product, Pricing and Collections for deviations and process improvements.
• Monitor real-time responses and protect the company’s reputation on social media.
• Track volume mapping and ensure process documentation and compliance.

Skills

Social media response

Content management

Stakeholder management

Analytical ability

Problem solving

Education

Graduate in any discipline

Job description

Executive - Contact Center (Non Voice) About the company SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. 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

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 Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees Dynamic, Inclusive and Diverse team culture Gender Neutral Policy

Inclusive Health Benefits for all

• Medical Insurance
• Personal Accidental
• Group Term Life Insurance
• Annual Health Checkup
• Dental
• OPD benefits

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

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

Measures of Success

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

Technical Skills / Experience / Certifications

Experience in ORM/ Social Media Response / content management

Competencies critical to the role

Stakeholder Management Problem-solving ability Analytical Ability

Qualification

Graduate in any discipline

Preferred Industry

FSI

Experience Level

Executive Level