Sky Service Affluent-RM-Customer Experience Center-Contact Centre Inbound

3 weeks ago

Thāne, Maharashtra, India Kotak Mahindra Bank Limited Full time
Job Description

Sky channel - Service - Affluent - RM

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

Job Role

- To Attend the inbound calls of the premier customers/HNI Clients 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

Job Description

- 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 Females: 7AM 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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