Associate - Customer Services, Non-T1 Service

About the Role

Join SBI Card as an Associate - Customer Services, Non-T1 Service, and be part of a dynamic, inclusive, and diverse team culture. We are committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect.

This role is ideal for freshers who are passionate about delivering exceptional customer service and are eager to learn and grow with our organization.

Responsibilities

As an Associate - Customer Services, Non-T1 Service, you will be responsible for handling inbound and outbound calls from credit card holders to resolve customer service requests, complaints, and queries as per agreed SLAs.

• 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

What You'll Need

To be successful in this role, you will need:

• Knowledge of customer service processes
• Competencies critical to the role, including Stakeholder Management, Problem Solving, Process Orientation, and Detail Orientation

Resume Tip

Highlight your experience in customer service processes and your ability to work in a team environment. Emphasize your problem-solving skills and attention to detail.