Sr Executive - Customer Services, Corro

SBI Card; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Job summary

SBI Card is seeking a proactive Social Media Customer Service professional to manage inquiries, complaints, and requests from Credit Card holders across social platforms.

The role focuses on timely responses within SLAs and coordinating with Sales, Marketing, Risk, and Product teams to resolve issues and protect the brand You will be responsible for monitoring customer sentiment, escalating where needed, and documenting processes to ensure compliance and continuous improvement.

Qualifications

• Experience in ORM / Social Media Response and content management.
• Ability to manage multiple social channels and maintain brand voice.
• Strong written communication and problem-solving skills.

Responsibilities

• Liaise with Sales, Marketing, Risk, Product, Pricing and Collections to address deviations and drive customer-centric improvements.
• Monitor social media channels and trigger escalations as per process when needed.
• Provide real-time responses to customer sentiments to protect business reputation.
• Own mapping and tracking of pending volume for efficient resolution.
• Ensure process documentation and compliance with established SOPs.

Skills

ORM

Social Media Response

Content Management

Education

Graduate in any discipline

Job description

About the company

What s in it for YOU

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. 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

1. Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity
2. Work proactively on probable escalation/Early Warning Signal triggers as per defined process
3. Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
4. Own & track mapping and allocation pending volume
5. Ensure process documentation and compliance adherence

Measures of Success

1. FRT(First Response Time) Rate
2. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
3. Customer Satisfaction
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

Experience in ORM/ Social Media Response / content management

Competencies critical to the role

1. Stakeholder Management
2. Problem-solving ability
3. Analytical Ablility

Qualification

Graduate in any discipline

Preferred Industry

FSI

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.