Senior Executive - Contact Center, Social Media

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 handling of social media requests from Credit Card holders to resolve customer services requests, complaints queries as per agreed SLAs.

Role Accountability

1. Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity
2. Work proactively on probable escalation/Early Warning Signal triggers as per defined process
3. Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
4. Own track mapping and allocation pending volume
5. Ensure process documentation and compliance adherence

Measures of Success

1. FRT(First Response Time) Rate
2. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
3. Customer Satisfaction
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

Experience in ORM/ Social Media Response / content management

Competencies critical to the role

1. Stakeholder Management
2. Problem-solving ability
3. Analytical Ablility

Qualification

Graduate in any discipline

Preferred Industry

FSI