Retention & Activation Executive

SBI Payment Services Pvt. Ltd.; Chennai; Sur place; INR 335 000 - 580 000; Plein temps

Résumé du poste

SBI Card in Chennai seeks an Executive - Retention & Activation, Onboarding to manage customer service interactions for credit cardholders, focusing on retention and activation tasks. You will handle inbound and outbound calls to resolve queries and drive customer delight.

You will work within a structured SLA framework, achieve metrics like AHT, CSAT and retention, and contribute to process improvements.

Qualifications

• Knowledge of customer service processes.
• Stakeholder Management.
• Problem Solving.
• Process Orientation.
• Detail Orientation.

Responsabilités

• Handle inbound calls / outbound from Credit Cardholders to resolve customer service requests, complaints & queries per SLAs.
• 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, CSAT.
• Ensure 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 and maintain process documentation and compliance.

Connaissances

Knowledge of customer service

Stakeholder Management

Problem Solving

Process Orientation

Detail Orientation

Formation

Graduate in any discipline

Description du poste

Executive - Retention & Activation, Onboarding

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 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 Experience Level Executive Level