Senior Executive - Customer Service (Social Media & Customer Support)

SBI Payment Services Pvt. Ltd.; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Inclusive culture

Gender-neutral policy

Health benefits

Learning & development

Job summary

SBI Card in India seeks a Senior Executive - Customer Services (Super Premium) to manage social media requests from credit card holders, resolving queries within SLAs. The role emphasizes ORM, content management, and customer-centric communication, requiring a graduate degree and strong stakeholder collaboration across Sales, Marketing, Risk, Product, and Pricing departments.

You will monitor real-time sentiment on social platforms, drive process improvements, own escalation handling, and

Qualifications

• Experience in ORM, social media response and content management.
• Graduate in any discipline is required.

Responsibilities

• Handle social media requests from Credit Card holders to resolve customer service queries per SLAs.
• Coordinate with Sales, Marketing, Risk, Product, Pricing and Collections to drive customer centricity and process improvements.
• Maintain real-time response on social media and safeguard business reputation; monitor escalation and ensure compliance and timely TATs.

Skills

Stakeholder Management

Problem solving

Analytical Ability

Education

Graduate in any discipline

Job description

Senior Executive - Customer Services, Super Premium

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.

• 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