Kotak Mahindra Bank—CEC Officer - Correspondence - Credit Cards-Customer Experience Center-Customer Service

Job description

Description: Job Description:- - Graduate - Minimum 0 to 2 years of experience in customer service role on email support or calls. - 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 30 minutes 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. - Banking Background preferred Requirements: - A bachelor's degree in Business Administration, Finance, or a related field is preferred. - Minimum 2 years of experience in a customer service role, preferably in the banking or financial services industry. - Excellent verbal and written communication skills in English and Hindi (or any other regional language as per location). - Strong interpersonal skills and the ability to build rapport with customers. - Proficiency in using Microsoft Office applications and customer relationship management (CRM) systems. - Ability to work in a fast-paced, target-driven environment with a focus on customer satisfaction. - Good problem-solving and analytical skills, with the ability to make sound decisions. - Willingness to work in shifts, including weekends and public holidays, as per business needs. - A customer-centric mindset and a passion for delivering exceptional customer service. Responsibilities: - Manage inbound customer calls, emails, and other forms of correspondence efficiently and professionally. - Provide accurate and timely responses to customer queries, ensuring a high level of customer satisfaction. - Handle customer complaints and escalations, working towards a quick and amicable resolution. - Maintain a thorough understanding of credit card products and services to offer accurate information to customers. - Collaborate with other teams, such as the credit card operations and marketing teams, to ensure a seamless customer journey. - Identify and report any potential fraud or misuse of credit card accounts, following established protocols. - Maintain accurate records of customer interactions and ensure data privacy and security. - Stay updated with the latest product knowledge and industry trends to offer relevant and up-to-date information. - Participate in team meetings and training sessions to enhance skills and contribute to continuous improvement.