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SBI Card
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Senior Executive - Contact Center, Social Media

Senior Executive - Contact Center, Social Media

SBI Card

2 - 7 years

4 - 9 Lacs

Gurugram

Posted:8 hours ago| Platform:

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Skills Required

Content management Product pricing Customer satisfaction Process documentation Analytical Social media Wellness Credit cards Medical insurance Stakeholder management

Work Mode

Work from Office

Job Type

Full Time

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

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