Executive – Customer Services (Non-T1 Service)
Location: Chennai, India
About SBI Card
SBI Cards Customer Services jobs 2025. SBI Card is one of India’s leading credit card issuers, committed to delivering a seamless and rewarding financial experience. With a diverse range of credit card offerings, we are at the forefront of digital payment solutions, making transactions secure, convenient, and beneficial for our customers.
Guided by our core philosophy, “Make Life Simple,” we continuously innovate to enhance customer experience and service quality. Our workplace fosters talent, inclusivity, and growth, allowing employees to reach their full potential.
As an equal opportunity employer, SBI Card values diversity and ensures a discrimination-free environment. We welcome individuals from all backgrounds, embracing a culture of respect, integrity, and excellence.
Why Join SBI Card?
SBI Card is not just a workplace—it’s a dynamic ecosystem that nurtures both professional and personal growth. Here’s what you can expect:
| Benefits | Description |
|---|---|
| Work-Life Balance | Flexible work arrangements that prioritize employee well-being. |
| Comprehensive Wellness Programs | Access to mental health support, fitness programs, and wellness initiatives. |
| Attractive Rewards & Recognition | Structured recognition programs to appreciate outstanding performance. |
| Inclusive Workplace Culture | Gender-neutral policies and a diverse, welcoming work environment. |
| Robust Health Benefits | Medical insurance, personal accident cover, life insurance, dental, and OPD benefits. |
| Learning & Development | Upskilling opportunities through training programs and career growth pathways. |
Role Overview
As an Executive – Customer Services (Non-T1 Service), you will be responsible for handling inbound and outbound customer service calls, resolving queries, and ensuring superior service delivery. Your role is critical in maintaining service excellence and enhancing customer satisfaction.
SBI Cards Customer Services jobs 2025
Main Responsibilities:
- Handle inbound and outbound customer service calls professionally and efficiently.
- Resolve customer queries, complaints, and service requests within agreed SLAs.
- Ensure First Call Resolution (FCR) and minimize escalations through effective solutions.
- Sustain and enhance Customer Satisfaction Scores (CSAT).
- Adhere to compliance standards, business policies, and standard operating procedures.
- Identify and report process gaps for continuous service improvement.
- Drive operational efficiency through automation and Robotic Process Automation (RPA).
- Ensure adherence to process documentation and escalation protocols.
- Meet performance benchmarks like Average Handling Time (AHT), Productivity, and Quality Metrics.
- Provide insights to enhance customer experience and engagement.
Performance Metrics & Success Indicators
| Metric | Success Indicator |
| First Response Time (FRT) | Timely and efficient initial customer engagement. |
| Real-time Resolution Rate | High percentage of first-contact issue resolution. |
| Customer Satisfaction (CSAT) | Improved customer feedback and ratings. |
| Quality & Compliance Adherence | Strict compliance with policies and regulations. |
| Process Efficiency | Implementation of technology to enhance service quality. |
| Schedule Adherence | Consistency in shift management and workload balance. |
| AHT & Productivity | Effective time management and call handling. |
Skills & Competencies Required
| Competency | Description |
| Customer Service Excellence | Delivering empathetic and effective service. |
| Stakeholder Management | Collaborating with internal and external teams. |
| Problem-Solving Skills | Applying analytical approaches to issue resolution. |
| Process Orientation | Adherence to compliance and process efficiency. |
| Detail-Oriented Approach | Accuracy in documentation and issue resolution. |
| Communication Skills | Strong verbal and written communication. |
Qualifications & Experience
| Criteria | Requirement |
| Education | Graduate in any discipline. |
| Experience | Prior experience in customer service, financial services, or banking is desirable but not mandatory. |
| Industry Preference | Candidates with experience in Financial Services Industry (FSI) preferred. |
| Technical Knowledge | Understanding of customer service tools, call handling, and CRM systems. |
Join SBI Card & Shape the Future of Digital Payments
At SBI Card, we believe in nurturing talent and providing a dynamic work environment where skills and aspirations are valued. If you are passionate about delivering exceptional customer service and looking for a fulfilling career in the financial services sector, we invite you to be part of our journey.
Apply today and make a difference in the world of digital payments!
SBI Cards Customer Services jobs 2025
Summary
The Executive – Customer Services (Non-T1 Service) role at SBI Card in Chennai involves handling inbound and outbound customer calls, resolving queries, and ensuring superior customer service. Candidates with excellent communication, problem-solving, and stakeholder management skills are preferred. SBI Card offers attractive benefits, career growth opportunities, and a dynamic work culture that supports employee well-being and professional development.
- SBI Card Careers
- Customer Service Executive
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