CEC - Correspondence - Grievance Redressal professionals

Kotak Mahindra Bank

0 - 3 years

4 - 8 Lacs

mumbai

Posted:Just now| Platform:

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Skills Required

service level information security team coach credit cards customer service customer experience slas

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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

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