Executive - Customer Services, Non-T1 Service

SBI Card; Chennai; On-site; INR 260,000 - 380,000; Full time

Benefits offered by this job

Wellness program

Rewards & recognition

Diverse team culture

Gender neutral policy

Inclusive health benefits

Learning & development framework

Job summary

SBI Card in Chennai is seeking a Graduate in any discipline to handle inbound/outbound calls from Credit Card holders, resolving customer service requests and queries within defined SLAs. The role requires managing customer interactions, maintaining service levels, and adhering to processes while contributing to target achievement.

The position emphasizes customer-centric service, due diligence, and collaboration with cross-functional teams to ensure smooth operation and high CSAT.

Qualifications

• Knowledge of customer service processes.
• Graduate in any discipline.

Responsibilities

• Provide servicing to customers ensuring optimum service levels to enhance customer experience
• Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
• Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
• Ensure maintenance of TAT of resolution across sub-processes
• Ensure process documentation and compliance adherence

Skills

Customer service processes

Stakeholder management

Problem solving

Process orientation

Detail orientation

Education

Graduate in any discipline

Job description

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.

Job Description

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.

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 and Annual Health Checkup, Dental and OPD benefits
• Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.

Role Accountability

• Provide servicing to customers ensuring optimum service levels to enhance customer experience
• Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
• Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
• Ensure maintenance of TAT of resolution across sub-processes
• Ensure process documentation and compliance adherence

Measures of Success

• FRT(First Response Time) Rate
• Real time resolution rate
• Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
• Process Improvement through RPA
• Schedule adherence
• AHT & Productivity
• Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of customer service processes

Competencies critical to the role

• Stakeholder Management
• Problem Solving
• Process Orientation
• Detail Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI