JOB DETAILS

Associate - Customer Services, T1 Service

CompanySBI Card
LocationGurgaon
Work ModeOn Site
PostedJuly 14, 2026
About The Company
SBI Card was launched in 1998 with the State Bank of India, India's largest bank, as the majority stakeholder. In March 2020, SBI Card was listed on BSE and NSE. Today, SBI Card is India’s largest pure-play credit card issuer with over 22.1 million cards in force, as of FY26. Its wide array of products and services caters to a diverse range of customer segments across India, right from new-to-credit to super premium. The SBI Card brand is based on the value proposition of 'Make Life Simple'. The proposition manifests in SBI Card’s continuous efforts to simplify the lives of its customers, employees, and other key stakeholders. Customer centricity, supported by the values of trust and transparency, is core to SBI Card’s ethos.
About the Role

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

  1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
  2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
  3. Dynamic, Inclusive and Diverse team culture 
  4. Gender Neutral Policy
  5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
  6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.

Role Accountability 

  1. Provide servicing to customers  ensuring optimum service levels to enhance customer experience
  2. Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
  3. Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
  4. Ensure maintenance of TAT of resolution across sub-processes         
  5. Ensure process documentation and compliance adherence

Measures of Success 

  1. FRT(First Response Time) Rate 
  2. Real time resolution rate
  3. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation                                                                     
  4. Process Improvement through RPA
  5. Schedule adherence 
  6. AHT & Productivity 
  7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of customer service processes

Competencies critical to the role

  1. Stakeholder Management 
  2. Problem Solving
  3. Process Orientation
  4. Detail Orientation

Qualification 

Graduate in any discipline

Preferred Industry

FSI

Key Skills
Customer ServiceStakeholder ManagementProblem SolvingProcess OrientationDetail OrientationInbound Call HandlingOutbound Call HandlingComplaint ResolutionCross SellingCustomer Retention
Categories
Customer Service & SupportFinance & Accounting
Benefits
Wellness and Wellbeing ProgramRewards and Recognition ProgramMedical InsurancePersonal Accidental InsuranceGroup Term Life InsuranceAnnual Health CheckupDental BenefitsOPD BenefitsLearning and Development Framework
Job Information
📋Core Responsibilities
Responsible for handling inbound and outbound calls from credit card holders to resolve service requests, complaints, and queries. The role focuses on meeting SLAs, improving customer experience, and achieving targets related to productivity and call quality.
📋Job Type
full time
📊Experience Level
0-2
💼Company Size
24511
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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