Customer Services Associate (T1 Service)

About the role

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

Key responsibilities

• Provide high‑quality service to customers, ensuring optimal experience.
• Achieve daily targets such as AHT, productivity, cross‑sell, retention, first‑call resolution, voice quality and CSAT.
• Maintain compliance with business policies, processes and procedures.
• Identify process gaps, raise red flags and contribute to continuous improvement.
• Ensure timely resolution (TAT) across sub‑processes and maintain accurate documentation.

Required profile

• Graduate in any discipline.
• Knowledge of customer service processes.
• Strong stakeholder management, problem‑solving and detail‑orientation.
• Preferred experience in the financial services industry.

Required skills

What we offer

• Work‑life balance with robust wellness and wellbeing programs.
• Rewards and recognition initiatives.
• Inclusive, diverse and gender‑neutral team culture.
• Comprehensive health benefits including medical, accidental, life insurance, health check‑ups, dental and OPD.
• Learning and development framework for career growth.