SBI Card (SBI Cards and Payment Services Limited) is hiring for the position of Executive – Contact Center (Non-Voice) at its Chennai, Tamil Nadu office.
This role focuses on Online Reputation Management (ORM), non-voice customer support, and managing customer inquiries, complaints, and service requests across social media platforms within defined Service Level Agreements (SLAs).
Job Overview
| Parameter | Details |
| Company Name | SBI Cards and Payment Services Limited (SBI Card) |
| Job ID / Identification | 21878 |
| Position Title | Executive – Contact Center (Non-Voice / ORM) |
| Department | Customer Operations / Contact Center |
| Work Setup | On-Site (In-Office) |
| Work Location | Commerzone, Tower B, 4th Floor, Porur/Mount-Poonamallee Rd, Chennai, Tamil Nadu – 600116 |
| Employment Type | Full-Time |
| Educational Qualification | Graduation (Bachelor’s Degree in Any Discipline) |
| Preferred Industry | Financial Services Industry (FSI) / BPO / Banking |
| Application Deadline | November 14, 2026 (12:00 AM) |
Key Responsibilities
- Social Media & ORM Management: Respond to credit card holders’ service requests, inquiries, and grievances across social media platforms in real-time.
- Reputation Protection: Monitor customer sentiment and craft appropriate responses to safeguard business reputation.
- Escalation Mitigation: Proactively identify Early Warning Signal (EWS) triggers to prevent social media escalations.
- Cross-Functional Coordination: Collaborate with Sales, Marketing, Risk, Product, Pricing, and Collections teams to drive customer-centric process improvements.
- Tracking & Compliance: Own process documentation, track pending tickets, and adhere strictly to MOU guidelines and SLA TATs.
Key Metrics & Success Factors
- First Response Time (FRT) Rate: Speed and agility in acknowledging online queries.
- Quality & Accuracy: Zero avoidable escalations, high productivity, and process accuracy.
- Customer Satisfaction (CSAT): Resolution quality and sentiment management.
Eligibility Criteria & Technical Skills
- Educational Qualification: Graduate in Any Discipline (B.A., B.Sc., B.Com., B.B.A., B.Tech., etc.).
- Technical Experience: Experience in ORM (Online Reputation Management), Social Media Response handling, or Content/Non-Voice Customer Management.
- Core Competencies: Analytical capability, problem-solving mindset, and stakeholder management skills.
Employee Benefits & Perks
- 🏥 Inclusive Health Benefits: Medical Insurance, Personal Accident Cover, Group Term Life Insurance, Annual Health Checkups, Dental, and OPD benefits.
- ⚖️ Work-Life Balance: Comprehensive wellness and mental health support programs.
- 🏆 Rewards & Recognition: Curated R&R framework for top performers.
- 🌈 Diverse Culture: Equal opportunity employer with gender-neutral policies.
How to Apply
- Visit SBI Card’s official career site: sbicard.com/careers.
- Search using Job ID: 21878 or “Executive – Contact Center Non Voice Chennai”.
- Complete the application form and upload your resume before November 14, 2026.