Associate - Customer Services, T1 Service

About the Role

As an Associate - Customer Services, you will be responsible for handling inbound and outbound calls from credit card holders to resolve customer service requests, complaints, and queries. Your primary goal will be to provide exceptional customer service, ensuring that customers have a seamless experience with SBI Card.

Key Responsibilities

• Handle customer inquiries and resolve issues in a timely and efficient manner, ensuring compliance with business policies and procedures.
• Meet daily targets for Average Handling Time (AHT), Productivity, Cross-sell (S2S), retention, First Call Resolution (FCR), Voice Call Quality, and Customer Satisfaction (CSAT).
• Provide real-time inputs and raise red flags on process gaps to minimize repeated errors on escalations.
• Maintain the Time-to-Resolve (TAT) of customer issues across sub-processes.
• Ensure process documentation and compliance adherence.
• Identify opportunities for process improvement through automation and implement changes as needed.

Skills & Qualifications

• Graduate in any discipline.
• Knowledge of customer service processes and compliance adherence.
• Technical skills in RPA (Robotic Process Automation).
• Excellent communication and problem-solving skills.
• Ability to work in a team environment and adapt to changing priorities.
• Basic computer skills and proficiency in Microsoft Office applications.

What You'll Learn

In this role, you will have the opportunity to develop your customer service skills, learn about the credit card industry, and gain experience in process improvement and automation. You will also have the chance to work with a dynamic and inclusive team, where your ideas and contributions are valued.

Resume Tip

When applying for this role, be sure to highlight your customer service experience and any relevant skills you have, such as RPA or process documentation. Use specific examples to demonstrate your problem-solving skills and ability to work in a team environment.