Customer Services Associate (T1)

About the role

The Customer Services Associate (T1) will handle inbound and outbound calls from SBI Card credit‑card holders, addressing service requests, complaints and queries while meeting agreed service level agreements.

Key responsibilities

• Provide high‑quality servicing to customers, ensuring optimal experience.
• Achieve daily targets such as Average Handling Time (AHT), productivity, cross‑sell, retention, first‑call resolution, voice quality and CSAT.
• Maintain compliance with business policies, processes and procedures.
• Raise real‑time inputs and red flags on process gaps to minimise escalations.
• Ensure timely resolution across sub‑processes and uphold process documentation standards.

Required profile

• Graduate in any discipline.
• Knowledge of customer service processes, especially in the financial services industry.
• Strong stakeholder management, problem‑solving and detail‑orientation.
• Ability to work in a fast‑paced call‑center environment.

Required skills

What we offer

• Work‑life balance with a robust wellness and wellbeing program.
• Rewards and recognition initiatives.
• Inclusive, diverse and gender‑neutral workplace culture.
• Comprehensive health benefits including medical, accidental, life insurance and annual health check‑up.
• Learning and development framework for career growth.