Kotak Mahindra Bank—Senior Customer Support Specialist-BRANCH BANKING-Enterprise Business Solutions - EBS

Job description

Description: - Manage customer interactions through inbound/outbound calls and emails, ensuring smooth communication with merchants, corporate clients, and internal teams. - Deliver high-quality service, resolve issues within TAT, and consistently work toward improving customer satisfaction and NPS. - Assist corporate/CA customers on CMS & digital banking, including onboarding, activation, demonstrations, and handling CMS-related queries or service modifications. - Understand customer needs to provide effective solutions, resolve challenges, and support system integration or product-specific requirements. - Coordinate with internal teams (CMS Setup, Operations, Implementation, IT, RM, PSM, BSG, etc.) to ensure timely and accurate query resolution. - Perform outbound calling activities for POS servicing and cross-selling products like loans and insurance to achieve sales and activation targets. - Maintain accurate MIS reports and calling data using MS Excel; ensure precision and timely reporting. - Demonstrate strong communication skills in Hindi, English, and Marathi, with excellent customer handling, convincing, and problem-solving abilities. - Work efficiently in a target-driven environment, ensuring portfolio activation, higher market share, and service delivery quality. - Leverage experience in customer support, CMS, POS, and banking operations while adhering to quality standards, NPS goals, and service excellence.