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Sky Service Cards - RM-Sky Channel-Contact Centre Inbound at Kotak Mahindra Bank

Thane, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Queries, Complaints Handling, Email Communication, Letter Communication, Call Handling, Service Level Agreement (SLA), Time Management, Information Security, Quality Process Adherence, Feedback Implementation, Procedure Improvement, Communication Skills, Listening Skills, Teamwork, Self-Motivation

Industry

Banking

Description

CEC Officer – Inbound - Credit Cards Department Customer Experience Center Location Thane Reporting Relationship CEC – Team Leader – Inbound – Credit Cards Position Grade Assistant Manager Job Role * Handling customer queries / complaints primarily on emails, letters and calls for Credit Cards * 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 Description * Graduate * Atleast 1-2 years experience with 6 months which should to be in customer service role - Understanding of call center industry an advantage * 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 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

Responsibilities

The role involves handling customer queries and complaints primarily through emails, letters, and calls related to Credit Cards, while strictly adhering to process-specific Service Level Agreements (SLAs) and turnaround times. Officers must also maintain adherence to information security and quality process norms and actively use feedback to improve performance.