Executive - Customer Services, T1 Service

About the company

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.

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 Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints queries as per agreed SLAs.

Role Accountability

1. Provide servicing to customers ensuring optimum service levels to enhance customer experience
2. Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
3. Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
4. Ensure maintenance of TAT of resolution across sub-processes
5. Ensure process documentation and compliance adherence

Measures of Success

1. FRT(First Response Time) Rate
2. Real time resolution rate
3. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
4. Process Improvement through RPA
5. Schedule adherence
6. AHT Productivity
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of customer service processes

Competencies critical to the role

1. Stakeholder Management
2. Problem Solving
3. Process Orientation
4. Detail Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI