Senior Executive - Contact Center Job in Gurgaon at SBI Cards

SBI Cards is hiring for the role of Senior Executive - Contact Center!

Responsibilities of the Candidate:

• Ensure wing to wing resolution of social media cases with utmost accuracy and deliver best in class service, Final resolution to be communication to customers
• Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
• Raise red flags for high aging cases and highlight intra and inter dept errors for resolution
• To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
• Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity
• Work proactively on probable escalation/Early Warning Signal triggers as per defined process
• Identify continuing issue in system and drive for closure via Root Cause analysis

Requirements:

• Graduate from a recognized University with 3-5 years of experience in customer service roles
• 2-3 years’ experience is customer service industry
• Excellent communication, interpersonal skills with evidence of team work and collaboration
• Ability to work under pressure, strict deadlines and efficient in multi-tasking
• Strong Product and Process knowledge
• Must be able to build positive, productive relationships with customers, team members and cross function
• Excellent voice modulation, professional phone etiquettes and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes
• Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively
• Negotiation and objection handling