Senior Executive - Customer Services, SME

SBI Card

Gurugram District

On-site

INR 600,000 - 900,000

Full time

3 days ago

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Benefits offered by this job

Wellness program

Rewards & recognition

Inclusive culture

Gender-neutral policy

Inclusive health benefits

Learning & development framework

Job summary

SBI Card in Gurugram is seeking an OMNI-channel Customer Service specialist to serve VIP and Premium customers across Email, Voice and Chat, acting as a single point of contact.

You will collaborate with Sales, Marketing, Risk and Product to resolve escalations, monitor TAT, and ensure high CSAT while delivering consistent, personalized service. The role also emphasizes maintaining service quality for HNI/Premium clients in a fast-paced, cross-functional environment.

Qualifications

Experience of handling VIP/Premium customers in service delivery.
Proven ability to coordinate with Sales, Marketing, Risk, and Product teams.
Strong written and verbal communication across channels.

Responsibilities

Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience
Ensure minimal repeated errors on Escalations and EWS (Early Warning System) cases by working closely with Quality and training team
Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process
Ensure maintenance of TAT of resolution across sub-processes
Perform process documentation and compliance adherence

Skills

VIP/Premium customer handling

Omni-channel service delivery

Stakeholder management

Problem solving

Detail orientation

Analytical ability

Education

Graduate in any discipline

Job description

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.

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 serving customers across multiple channels as a single point of contact ( Email/ Voice/ Chat etc) as an OMNI-channel specialist, part of Super Premium team in customer services specializing in managing relationship of HNI / Premium/ VVIP customers.

Role Accountability