CEC Officer

3 days ago

Thāne, India Kotak Life Insurance Full time

CEC Officer - Inbound - Privy-Customer Experience Center-Contact Centre Inbound

About The Role

CEC Officer - Inbound - Privy

Department Customer Experience Center Location Thane/Bangalore Reporting Relationship CEC Team Leader - Inbound Position Grade Assistant Manager/Deputy Manager

Job Role

  • To Attend the inbound calls of customers in both Retail Liabilities & Credit Cards and process the queries & requests to customer's satisfaction
  • To identify and convert the opportunities for cross selling (banking product) on customer's call
  • Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
  • Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues.
  • Complete the logs specified by the process (End-of-day target)
  • Adherence to Information Security norms & quality process norms.
  • To be aware of and comply with any updates about the process
  • Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

About The Role - Graduate
- Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
- Excellent communication skills Verbal & Written
- Flexible to work 24/7 (For Females7AM till 8PM) including Sunday/holidays
- Flexible to get scattered 8 Week Offs in a month with 9hours shift
- Good listening skills and strong communication abilities.
- Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
- Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

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