Senior Executive - Value Servicing

About the role

SBI Card seeks a Senior Executive for the CEO & CSH Desk in Gurugram to resolve high-level customer complaints and escalations. The role involves coordinating with cross-functional teams to ensure timely resolution, maintaining service quality metrics, and driving customer retention through exceptional service. This is an on-site position based in Gurugram, India.

What you’ll do

• Resolve complaints/escalations via calls and emails from Nodal/Principal Nodal/Customer Service Head IDs
• Achieve daily productivity, quality, and hygiene metrics targets
• Adhere to SOPs while resolving escalations and coordinate with cross-functions
• Raise exception servicing requests to enhance customer experience
• Ensure final resolution by coordinating with departments and informing customers
• Drive customer retention through best-in-class experience
• Highlight issues and process improvements to reduce escalations
• Maintain process documentation and compliance adherence

What you’ll bring

• Graduate in any discipline
• 1-3 years overall experience
• 1-3 years relevant team/domain experience
• Knowledge of complaints handling

Nice to have

• Experience in Credit Card Industry
• Expertise in MS Office suite

Skills

Benefits

• Wellness and wellbeing program
• Rewards and recognition program
• Inclusive Health Benefits (Medical, Accidental, Life Insurance, Health Checkup, Dental, OPD)
• Comprehensive learning & development framework
• Gender Neutral Policy

Education

Graduate in any discipline