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Company: SBI Card
Location: Chennai, India
Role: Executive – Customer Services (T1 Service)
Industry: Financial Services
Qualification: Any Graduate
Experience Required: Freshers/Experienced
Employment Type: Full-Time
About SBI Card
SBI Card is one of India’s leading pure-play credit card issuers, offering a wide range of credit card solutions designed to meet diverse customer needs. The company focuses on innovative digital payment experiences to ensure seamless and secure transactions for all users.
Guided by the motto “Make Life Simple,” SBI Card emphasizes customer convenience, continuous innovation, and a people-first approach. The organization is an equal opportunity employer committed to inclusivity, diversity, and a respectful workplace culture.
Why Work at SBI Card?
SBI Card provides a work environment that supports professional and personal well-being. Employees receive access to robust wellness programs and benefits that enhance health, growth, and work-life balance.
Key Benefits:
- Strong focus on work-life balance
- Wellness and wellbeing programs
- Rewards and recognition framework
- Inclusive and diverse work culture
- Gender-neutral policies
- Medical insurance, accidental coverage, life insurance, annual health check-up
- Dental and OPD benefits
- Continuous learning and development opportunities
Role Purpose
The Executive – Customer Services (T1 Service) is responsible for handling inbound and outbound calls from credit card customers. The role focuses on resolving queries, addressing complaints, and delivering a high standard of customer service within defined SLAs.
Key Responsibilities
- Handle inbound/outbound customer calls related to SBI credit cards
- Ensure timely and accurate resolution of customer queries, complaints, and service requests
- Maintain high service levels to enhance customer experience
- Meet daily targets such as AHT, productivity, cross-sell (S2S), retention, FCR, voice call quality, and CSAT
- Identify and escalate process gaps, ensuring minimal repeat errors
- Maintain TAT across all service processes
- Ensure compliance with business policies, procedures, and documentation standards
- Support process improvements, including RPA initiatives
Success Metrics
Performance in this role is measured through:
- First Response Time (FRT)
- Real-time resolution rate
- Productivity and accuracy
- Adherence to process TAT
- Zero avoidable escalations
- Schedule adherence
- AHT and productivity benchmarks
- Compliance with MOU-based process adherence
Required Skills & Competencies
Technical Skills
- Strong understanding of customer service processes
Core Competencies
- Stakeholder management
- Problem solving
- Detail orientation
- Process-driven approach
Eligibility
- Graduate in any discipline
- Candidates from Financial Services/Insurance industries are preferred
- Strong communication and customer-handling skills
