CEC - Correspondence - Grievance Redressal CC-Customer Experience Center-Customer Experience Center - Customer Service

1 day ago

Mumbai, Maharashtra, India Kotak Mahindra Bank Full time ₹ 2,00,000 - ₹ 6,00,000 per year
Description

Job Role

  • Handling concurrent customer queries / complaints primarily for the credit cards.
  • Adhere to agent-level Service Level Agreement (SLAs) specific by the process
  • Ensure adherence to AHT (Average Handling Time)
  • 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 
  • Provide inputs to improve work procedures that can enhance overall team performance.
  • Need to provide end to end resolution to the customer complaint received at grievance or Nodal channel.
  • Need to do outcalling while resolving the customer queries or complaints.

Job Description

  • Graduate
  • Need to be having a good product knowledge about the credit card product
  • At least 18 months to 3 years of experience in credit card handling or should be in customer service role.
  • 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 9 hours shift
  • Good writing 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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