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CEC - Correspondence - Grievance Redressal CC-Customer Experience Center-Cu at Kotak Mahindra Bank
, , -
Full Time

Start Date

Immediate

Expiry Date

27 Dec, 25

Salary

0.0

Posted On

28 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Customer Service, Credit Card Handling, Communication Skills, Problem Solving, Team Player, Information Security, Quality Process, Feedback Implementation, End-to-End Resolution, Outcalling, Product Knowledge, Flexibility, Writing Skills, Self-Motivated, Positive Attitude, Collaboration

Industry

Banking

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
Responsibilities
The role involves handling customer queries and complaints related to credit cards, ensuring adherence to service level agreements and quality norms. Additionally, the position requires providing end-to-end resolution for customer complaints and conducting outcalls as necessary.