Email Support Specialist

1 week ago

Gurgaon, Haryana, India beBeeCustomerService Full time ₹ 9,00,000 - ₹ 12,00,000
Job Role

SBI Card is a leading pure-play credit card issuer in India. We constantly innovate to meet evolving customer needs, empowering them with digital currency for seamless payment experiences and rewarding benefits.

We prioritize customer convenience, striving to make life simple for our customers. Our commitment to inclusivity and diversity fosters an environment where everyone can thrive and create a better future.

Key Highlights:

  • Work-life balance philosophy with a robust wellness program
  • Well-curated rewards and recognition program for employees
  • Dynamic, inclusive, and diverse team culture
  • Gender-neutral policy
  • Inclusive health benefits
  • Comprehensive learning and development framework

Responsibilities:

Handle emails from Credit Card holders to resolve customer service requests, complaints, and queries as per agreed Service Level Agreements.

Accountabilities:

  • Provide servicing to customers for Email channel, ensuring optimum service levels to enhance customer experience
  • Achieve daily targets on Average Handling Time, Productivity, Cross sell, retention, First call resolution, E-mail Quality, Customer Satisfaction, and compliance to business policy, processes, and procedures
  • Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
  • Maintain Turn Around Time of resolution across sub-processes
  • Ensure process documentation and compliance adherence

Measures of Success:

  • FRT (First Response Time) Rate
  • Real-time Resolution rate
  • Customer Satisfaction
  • Productivity and accuracy
  • Adherence to Process TATs
  • Zero Avoidable Escalation
  • Process Adherence as per MOU

Requirements:

  • Excellent communication, interpersonal skills with evidence of teamwork and collaboration
  • Knowledge of customer service processes
  • Graduate in any discipline

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