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SBI Card
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Senior Executive

Senior Executive

SBI Card

1 - 4 years

1 - 4 Lacs

gurugram

Posted:1 month ago| Platform:

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Skills Required

outbound process orientation compliance process documentation process improvement customer service medical insurance customer experience stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

SBI Card truly lives by the work-life balance philosophy. We offer a robust we'llness and we'llbeing program to support mental and physical health of our employees
Admirable work deserves to be rewarded. We have a we'll 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

Qualification

Graduate in any discipline

Preferred Industry

FSI

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