Senior Executive - Customer Services, Corro

Job Description

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 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 social media requests from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs. Role Accountability Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity Work proactively on probable escalation/Early Warning Signal triggers as per defined process Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained Own & track mapping and allocation pending volume Ensure process documentation and compliance adherence Measures of Success FRT(First Response Time) Rate Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation Customer Satisfaction Process Adherence as per MOU Technical Skills / Experience / Certifications Experience in ORM/ Social Media Response / content management Competencies critical to the role Stakeholder Management Problem-solving ability Analytical Ablility Qualification Graduate in any discipline Preferred Industry FSI