Kotak Mahindra Bank—CEC - Correspondence - Grievance Redressal RL-Customer Experience Center-Customer Experience Center - Customer Service

Job description

Description: Job Role :  Handling customer queries / complaints primarily on emails, letters and calls for Retail Liabilities  Adhere to agent-level Service Level Agreement (SLAs) specific by the process  Ensure adherence to time schedules (Turn Around 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 Job Requirement :  Graduate / Post Graduate  Minimum 1 to 2 years of experience in customer service role on email support or calls.  Should have experience in handling customer queries, request , complaints and ensuring customer satisfaction.  Candidate should have an excellent verbal & written English communication.  Ability to work efficiently in a dynamic environment, handling multiple customer queries / complaints simultaneously.  Flexible to get scattered 8 Week Offs in a month with 9hours shift.  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.