Job Description

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