Customer Services Executive · Gurugram

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 handling of social media requests from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs. 

Role Accountability

• Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity       

                                                                                   

• Work proactively on probable escalation/Early Warning Signal triggers as per defined process     

                            

• Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained           

• Own & track mapping and allocation pending volume

• Ensure process documentation and compliance adherence

Measures of Success

• FRT(First Response Time) Rate 

• Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation                                       
• Customer Satisfaction     

• Process Adherence as per MOU

Technical Skills / Experience / Certifications

• Experience in ORM/ Social Media Response / content management

Competencies critical to the role

• Stakeholder Management

• Problem-solving ability

• Analytical Ablility

Qualification

• Graduate in any discipline