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Team Member

3 months ago

Bengaluru, India Kotak Mahindra Bank Full time
Job Purpose:

We are seeking a highly motivated and empathetic Senior Customer Experience Specialist to join our team. The role involves resolving the customer issues/dissatisfaction as expressed by them while transacting with us digitally. Comprehensively addressing their issues, & ensuring high levels of customer satisfaction is critical to our commitment to delivering exceptional customer experiences.

Key Responsibilities:

- Customer Outreach: Proactively contact digital customers who have given detractor scores in the NPS Survey over the phone and email channels to understand and address their concerns.- Issue Resolution: Conduct in-depth discussions with clients to understand all issues they face, and working with the tech / process team to resolve them within a committed timelines to ensure high customer satisfaction.- Communication: Person needs to be a very good listener, with excellent written and oral communication skills to engage with customers are desired.- Empathy: Ensuring all interactions are handled with empathy and professionalism.- Problem-Solving: Identify and reach out to the appropriate internal teams to resolve customer issues efficiently. Ensure a seamless and satisfactory resolution process.- Product knowledge / Technical Savvy: Leverage a strong understanding of digital channels, including mobile apps and net banking, to assist customers with technical issues and provide accurate guidance. Good product and process knowledge would be critical for success in this role.- Customer Advocacy: Champion the voice of the customer within the organization, highlighting areas for improvement based on customer feedback.- Follow-Up: Ensure all customer interactions are followed up until full resolution is achieved, maintaining clear and consistent communication with the customer throughout the process.

Qualifications and Skills:

- Experience: Minimum of 6 years in a customer-facing role, preferably in a digital or technology-driven environment with Product or Customer Experience Centre.- Communication Skills: Exceptional verbal and written communication skills, with the ability to convey complex information clearly and empathetically.- Customer Service: Strong customer service orientation with a proven track record of resolving issues to the customer’s satisfaction.- Technical Knowledge: Proficiency in using and troubleshooting issues arising from mobile apps and net banking platforms. Ability to understand and explain technical issues to customers.- Should have working experience of using Finacle, KForce (to raise Service Request internally if required), Dotnet, V+, Statementing, DLMS, Unified Desktop, IVR and BCIF system. Open to working with multiple sources of data like Qualtrics, PowerBi dashboards, etc. Proficient with using Microsoft Excel and ability to bucket customer issues into different themes as required.- Problem-Solving: Excellent problem-solving skills, with the ability to think critically and make sound judgments.- Empathy: High level of emotional intelligence and empathy, with the ability to connect with customers and understand their needs.- Team Collaboration: Ability to work effectively with cross-functional teams (Product, Tech, IT, etc) to resolve customer issues.- Adaptability: Comfortable working in a fast-paced environment and managing multiple customer interactions simultaneously.

Why Join Us?

If you are passionate about customer satisfaction, would like to make significant impact by directly addressing and resolving customer issues have excellent communication skills, and are tech-savvy, we invite you to apply for this exciting opportunity. Help us create exceptional digital experiences for our customers.

How to Apply:

Interested candidates should send their resume and a cover letter outlining your relevant experience and why they are a great fit for this role to