SBI Card is hiring for the role of Associate - Customer Services, T1 Service!
Responsibilities of the Candidate:
- 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
Requirements:
- FRT(First Response Time) Rate
- Real time resolution rate
- Process Improvement through RPA
- Schedule adherence
- AHT & Productivity
- Process Adherence as per MOU
- Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
- Knowledge of customer service processes
- Graduate in any discipline