About the company

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
Agile, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Advantages for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD perks
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
Provide servicing to customers across channels (Email/ Voice/ Chat etc. ), ensuring optimum service levels to enhance customer experience
Ensure minimal repeated errors on Escalations and EWS(Early Warning System)



cases by working closely with Quality and training team
Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process
Ensure maintenance of TAT of resolution across sub-processes
Perform process documentation and compliance adherence

Measures of Success
FRT(First Response Time) Rate
Real time Resolution rate
CSAT
Productivity and accuracy
Adherence to Process TATs
Zero Avoidable Escalation
Process Adherence as per MOU

Technical Skills / Experience / Certifications
Experience of handling VIP/ Premium customers in service delivery

Competencies critical to the role
Stakeholder Management
Problem Solving
Detail Orientation
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.

📌 Sr Executive Customer Services, Sme Gurugram (India)
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