Sr Executive - Customer Services, SME

SBI Card; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Wellness program

Rewards and recognition

Diverse team culture

Gender neutral policy

Health benefits

Learning & development framework

Job summary

SBI Card is seeking an OMNI-channel specialist to serve VIP/HNI customers across Email, Voice and Chat as part of the Super Premium team. You will maintain high service levels and coordinate with multiple functions to improve processes.

The role emphasizes minimal escalations, adherence to TAT, and thorough documentation with a focus on customer satisfaction and service quality.

Qualifications

• Experience handling VIP/Premium customers in service delivery.

Responsibilities

• Provide servicing to customers across channels (Email/Voice/Chat), ensuring top service levels.
• Minimize repeated escalations by collaborating with Quality and Training teams.
• Coordinate with Sales, Marketing, Risk, Product and Pricing for improvements.
• Maintain timely resolution across sub-processes (TAT).
• Document processes and ensure compliance adherence.

Skills

VIP customer handling

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 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

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

Measures of Success

1. FRT(First Response Time) Rate
2. Real time Resolution rate
3. CSAT
4. Productivity and accuracy
5. Adherence to Process TATs
6. Zero Avoidable Escalation
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Experience of handling VIP/ Premium customers in service delivery

Competencies critical to the role

1. Stakeholder Management
2. Problem Solving
3. Detail Orientation
4. Analytical ability

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.