811-CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound

3 days ago

Noida, Uttar Pradesh, India Kotak Mahindra Bank Full time
Description
As a CEC Officer, you will be the first point of contact for our customers, ensuring a positive and seamless experience. Your primary role is to assist customers with their inquiries, provide accurate information, and offer suitable solutions. You will also play a crucial role in identifying cross-selling opportunities and promoting our bank's products and services.

Responsibilities
  • Answer inbound calls promptly and professionally, ensuring customer satisfaction.
  • Listen to and understand customer needs, providing tailored solutions and recommendations.
  • Resolve customer queries and complaints efficiently, escalating complex issues as required.
  • Maintain accurate records of customer interactions and ensure data privacy and security.
  • Promote and upsell appropriate bank products and services to customers, meeting sales targets.
  • Stay updated with the latest banking products, services, and policies to provide accurate information.
  • Collaborate with other teams to ensure a smooth customer journey and effective problem resolution.
  • Provide regular feedback and suggestions to improve customer service processes.
  • Maintain a positive and friendly attitude, representing the bank's brand and values.
Qualifications
  • High school diploma or equivalent; college degree preferred but not mandatory.
  • Previous experience in a customer service or call center role, preferably in the banking industry.
  • Excellent communication skills, both verbal and written, with the ability to communicate complex ideas simply.
  • Strong problem-solving and analytical skills, with a customer-centric approach.
  • Ability to work in a fast-paced environment, manage multiple tasks, and prioritize effectively.
  • Proficiency in using computer systems and various software applications, including CRM tools.
  • Willingness to learn and adapt to new technologies and processes.
  • Fluency in English is mandatory; proficiency in other regional languages is an advantage.
  • Strong work ethic, with a commitment to delivering exceptional customer service.
  • Ability to work flexible hours, including weekends, as per business needs.

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