Senior Executive - Customer Retention and Social Media Service

SBI Payment Services Pvt. Ltd.; Gurugram District; On-site; INR 500,000 - 900,000; Full time

Job summary

SBI Card is seeking a Senior Executive - Retention & Activation, Sales Servicing-Non Voice in Gurugram to handle social media requests, resolve customer queries, and ensure timely responses as per SLAs.

You will collaborate with Sales, Marketing, Risk, Product and Pricing teams, drive process improvements, monitor customer sentiment in real time, and maintain service quality and regulatory compliance.

Qualifications

• Experience in ORM/ Social Media Response / content management.
• Graduate in any discipline; Executive level experience preferred.
• Strong communication and analytical skills.

Responsibilities

• Liaise with Sales, Marketing, Risk, Product, pricing and collections for deviations and process improvements.
• Work proactively on probable escalation and Early Warning Signal triggers per defined process.
• Ensure real-time response on social media based on customer sentiment and protect business reputation.
• Own and map allocation of pending volume; ensure documentation and compliance.

Skills

Stakeholder Management

Problem-solving

Analytical thinking

ORM / Social Media Response

Content management

Education

Graduate in any discipline

Tools

Content management

Job description

Senior Executive - Retention & Activation, Sales Servicing-Non Voice

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 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 Ablility.

Qualification

Graduate in any discipline Preferred Industry FSI Experience Level Executive Level.