Customer Services Executive · Chennai

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

Role Accountability

• Provide servicing to customers  ensuring optimum service levels to enhance customer experience

• 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

• Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations

• Ensure maintenance of TAT of resolution across sub-processes

• Ensure process documentation and compliance adherence

Measures of Success

• FRT(First Response Time) Rate 

• Real time resolution rate

• Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation                                                                     
• Process Improvement through RPA

• Schedule adherence 

• AHT & Productivity 

• Process Adherence as per MOU

Technical Skills / Experience / Certifications

• Knowledge of customer service processes

Competencies critical to the role

• Stakeholder Management 

• Problem Solving

• Process Orientation

• Detail Orientation

Qualification

• Graduate in any discipline