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Executive - Customer Services, Non-T1 Service

Executive - Customer Services, Non-T1 Service

SBI Card

0 - 5 years

3 - 8 Lacs

Chennai

Posted:2 months ago| Platform:

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Skills Required

Outbound Process orientation Compliance Process documentation Process improvement Wellness Customer service Medical insurance Customer experience Stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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SBI Card

www.sbicard.com

Financial Services

New Delhi

N/A Employees

162 Jobs

Key People

Ashwini Kumar Tewari

MD & CEO
Harshvardhan D. Patil

CFO
Ravi Wadhwa

VP Marketing

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Executive - Customer Services, Non-T1 Service

Experience & Salary

Skills Required

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Executive - Customer Services, Non-T1 Service

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

More Jobs at SBI Card