Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience
22 hours ago
DescriptionJob PurposeTo lead and execute customer service and experience enhancement initiatives by driving process improvements. This includes designing and implementing frictionless workflows through:Automation: Leveraging technology to reduce manual interventions and improve efficiency.STP (Straight Through Processing): Enabling end-to-end digital processing with minimal human touchpoints.DIY Digital Journeys: Empowering customers with self-service capabilities for seamless interactions.ResponsibilitiesDriving Automation projectsProject Lifecycle Management: Lead the development, monitoring, and deployment of key automation and digital transformation initiatives.Customer Experience Enhancement: Implement digital solutions that improve customer service across multiple channels.Stakeholder Engagement: Collaborate with cross-functional teams to gather business requirements, define processes, and oversee development and deployment.Requirement Alignment: Align internal and external stakeholders by identifying needs and evaluating technological capabilities to deliver effective solutions.Impact Assessment: Work with relevant teams to assess the impact of digital transformation on customers, processes, risks, and business outcomes.Governance & Approvals: Ensure timely approvals from critical stakeholders including Business Technology Group (BTG), IT, Audit, ISG, Compliance, Legal, and Business teams. Make necessary amendments based on feedback.Ownership & Delivery: Take full ownership of the solution lifecycle—from ideation to final implementation.Go Live and Deployments :Responsible for end to end development and testing cycle Monitoring and finalization of UATs and CUG testing with respective teams.Ensure timely and accurate product implementations.Handover new solutions designed to stakeholder for onward implementation by the Channel.Ensuring the training of channel managers for successful rollout & handling customer issues raised on launch.Support Stakeholder on all possible inputs on the roll out for smooth implementation by the team.Business Benefits/Cost Reduction :· Project Monitoring: Oversee the development of automation and digital initiatives to ensure timely delivery and adherence to quality standards. · Impact Tracking: Continuously monitor deployed projects to evaluate: User and customer adoptionOperational efficiencyCost reductionRevenue enhancementQualificationsEducational Qualifications:Graduate/Post Graduate / MBA Key SkillsGood knowledge of K-Force Functionalities.Digitally savvy with focus on customer experience and financial products.Banking process and product knowledge.Has both strategic and analytical thinking.Excellent inter personal, presentation and communication skills.Ability to Innovate and implement new digital technologies
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Mumbai, Maharashtra, India Kotak Mahindra Full timeJob Title Service Quality (Customer Grievance Audit & Process Improvement) Department Service Quality / Customer Experience Reports To Head - Service Quality and Process Improvements Job Purpose The incumbent will be responsible for auditing customer complaints handled and closed by Nodal Officers for consumer bank, with a focus on ensuring...
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Mumbai, Maharashtra, India Kotak Mahindra Bank Full timeJob Category KMBL Degree Level Bachelor s Degree Job Title Service Quality Customer Grievance Audit Process Improvement Department Service Quality Customer Experience Reports To Head - Service Quality and Process Improvements Job Purpose The incumbent will be responsible for auditing customer complaints handled and closed by Nodal Officers for consumer bank...
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Mumbai, Maharashtra, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per yearDescriptionJob PurposeTo lead and execute customer service and experience enhancement initiatives by driving process improvements. This includes designing and implementing frictionless workflows through:Automation: Leveraging technology to reduce manual interventions and improve efficiency.STP (Straight Through Processing): Enabling end-to-end digital...
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Team Member-customer Experience-support
2 weeks ago
Mumbai, India Kotak Mahindra Full timeGrade: M1/M2 Job Role - The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment - S/he will have to identify customer pain areas across the Customer journey. - Prioritize & resolve the customer issues by simplifying process, relook at policies / practices...etc. - S/he will work with the business...
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Team Member-customer Experience-support
4 days ago
Mumbai, India Kotak Mahindra Full timeJob Role - The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment - S/he will have to identify customer pain areas across the Customer journey. - Prioritize & resolve the customer issues by simplifying process, relook at policies / practices...etc. - S/he will work with the business stakeholders like...
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Team Member-customer Experience-support
2 weeks ago
Mumbai, Maharashtra, India Kotak Mahindra Full timeJD Job Role - The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment - S/he will have to identify customer pain areas across the Customer journey. - Prioritize & resolve the customer issues by simplifying process, relook at policies / practices...etc. - S/he will work with the business stakeholders...
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Customer Service Representative
4 days ago
Vashi, Navi Mumbai, Maharashtra, India Insight Customer Call Solutions Full time**Responsibilities**: - Respond to customer inquiries, concerns, and feedback - Resolve product/service issues efficiently and professionally - Provide product information, pricing, and availability - Process orders, returns, and exchanges - Escalate complex issues to senior teams - Maintain accurate customer records and feedback - Meet or exceed customer...
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Team Member-customer Experience-support
4 days ago
Mumbai, Maharashtra, India Kotak Mahindra Full time**Job Role** Ø The role is to call customers who have provided negative feedback in the Net Promoter Score survey. Probe the customer to clarify the issues mentioned by them and record any new/other issues that the customer has.. Should be able to classify the issues raised by customers into relevant themes (Request/ Query/ Complaint) and direct the issue...
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Customer Service Representative
2 weeks ago
Vashi, Navi Mumbai, Maharashtra, India Altius Customer Services Pvt Ltd Full timeResolves product or service problems by investigating the customer's complaint, determining the cause of the problem, selecting and explaining the best solution for the problem, expediting correction or adjustment, and following up to ensure resolution and customer satisfaction. **Job Types**: Full-time, Permanent Pay: ₹15,000.00 - ₹18,000.00 per...
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Customer Service Representative
1 week ago
Vashi, Navi Mumbai, Maharashtra, India Altius Customer Services Pvt Ltd Full timeHiring for Customer Service Representative Note; ONLY KANNADA LANGUAGE REQUIRED Minimum 6 month of experience requied in customer service Day shift upto 22k in hand Location_ Vashi **Job Types**: Full-time, Permanent Pay: ₹16,000.00 - ₹22,000.00 per month **Benefits**: - Provident Fund **Language**: - English (preferred) - Kannada...
