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    Job · 16351626

    SBI Cards & Payment Services logo

    Sr Executive - Customer Services, SME

    SBI Cards & Payment Services · Gurugram · onsite · Posted 44d ago

    Undisclosed3–8 yrsfulltimeSourced fromNaukri

    About a minute. You'll make an account on the way through.

    About this role

    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.

    Sourced from naukri

    Skills

    CSATCustomer Experienceservice deliveryprocess documentationomniDentalTerm Life Insurancemedical insuranceopdStakeholder ManagementmaintenanceSalescompliancemarketing

    About SBI Cards & Payment Services

    SBI Cards & Payment Services logo

    SBI Cards & Payment Services

    Financial Services

    3.8k+

    employees

    1998

    28 years old

    Gurgaon/Gurugram, Haryana

    India

    ₹4.6L PA avg

    Avg at SBI Cards & Payment Services

    About

    Plastic money for utilities and payments

    Industries

    Financial Services

    Employee ratings

    10 reviews

    3.7/ 5

    Culture

    2.5

    Career growth

    1.7

    Work-life

    2.5

    Employees rate it well for

    Overall Company37Skill Development36

    Find them on

    WebsiteLinkedInAmbitionBox reviews

    Sr Executive - Customer Services, SME · waiting for your command