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Senior Executive - Customer Services, SME

Senior Executive - Customer Services, SME

SBI Card

3 - 8 years

5 - 6 Lacs

chennai

Posted:1 day ago| Platform:

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Skills Required

service delivery product pricing process documentation senior executive analytical wellness credit cards medical insurance customer experience stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide servicing to customers across channels (Email/ Voice/ Chat etc. ), ensuring optimum service levels to enhance customer experience
Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team
Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process
Ensure maintenance of TAT of resolution across sub-processes
Perform process documentation and compliance adherence

Measures of Success

FRT(First Response Time) Rate
Real time Resolution rate
CSAT
Productivity and accuracy
Adherence to Process TATs
Zero Avoidable Escalation
Process Adherence as per MOU

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Chennai, Tamil Nadu, India

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Senior Executive - Customer Services, SME