Urgently Hiring for Customer Service Executive SBI Cards!!
Job Description Position Responsibilities
Would be part of the customer services team handling Inbound calls / outbound from Credit Card Holders Needs to ensure all Customer Services Requests, Complaints & Queries are resolved as per the TAT defined Employee is expected to demonstrate highest standards in call quality & product knowledge to deliver on superlative customer experience.
Provide real-time inputs and raise red flags on process gaps
Responsible for achieving targets on a daily basis like AHT, Productivity, Cross sell, retention, first call resolution, Call Quality, CSAT along with ensuring high quality of service with zero unscheduled leaves/ absenteeism Job requires Compliant to Business Policy, processes and procedures.
Need to take additional responsibilities & identify process gaps on process improvement and better customer experience Should be versatile & dexterous in managing volumes from multiple channels (Outbound/Inbound) Employee will be empowered to take prudent decisions on levels of authority to increase FCR /FTR Compliant with business policy, processes and procedures
Measures of Success (Define the Outcomes expected of the role) FCR, Repeats C-Sat Call Quality Up-sell, Cross Sell, Retention Operational efficiency – AHT & productivity Schedule Adherence
Skills Sets Required