15h Left 811-CUFD Officer-Digital Banking Kotak 811-Contact Centre Inbound
7 days ago
CEC Officer - Inbound - 811 CUFD (Customer Unfreeze Department)
Department Customer Experience Center
Location Thane/Noida
Reporting Relationship CEC - Team Leader - Inbound
Position Grade Assistant Manager / Deputy Manager
Job Role
- To attend the inbound calls / icommit / make outbound calls to customers in 811 CUFD and process the queries & requests to customer's satisfaction related to freeze (both voice or video)
- To identify and convert the opportunities for cross selling (banking product) on customer's call if required.
- 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
- 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/SME/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/Bank holidays
- Flexible to get scattered 6 Week Offs in a month with 9hours of 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
- Understand customers profile and identify any risks related to profiles.
- Act as a risk control unit and complete due diligence on customers profile.
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