Sr Executive - Customer Services, SME

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.