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Kotak Mahindra Bank
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CEC Officer

CEC Officer

Kotak Mahindra Bank

2 - 7 years

4 - 9 Lacs

noida

Posted:5 hours ago| Platform:

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Skills Required

digital marketing c++ ppc data analysis c adobe analytics sas data mining analytics tool customer service affiliate marketing tableau java web analytics quality assurance search engine marketing html sem agile seo reporting communication skills wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

As an 811-CEC Officer, you will play a vital role in maintaining the high standards of our Digital Banking services. Your primary focus will be on real-time quality assurance, ensuring that our customers receive timely and accurate support. You will work closely with the Contact Centre Inbound team to enhance the overall customer experience.

Bachelors degree in Business Administration, Customer Service, or a related field.
Minimum 2 years of experience in a quality assurance or customer experience role.
Strong knowledge of customer service principles and best practices.
Excellent communication and interpersonal skills, with the ability to build rapport.
Proficiency in using quality assurance tools and analytics software.
Analytical mindset with the ability to interpret data and make data-driven decisions.
Familiarity with WFM concepts and practices is preferred.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Strong problem-solving and critical thinking skills.
Willingness to learn and adapt to new technologies and processes.

Monitor and evaluate agent performance in real-time, providing immediate feedback and coaching.
Ensure adherence to quality standards and guidelines during customer interactions.
Identify areas for improvement and implement strategies to enhance customer satisfaction.
Collaborate with the WFM team to optimize workforce management and scheduling.
Generate and analyze MIS reports to track key performance indicators and identify trends.
Conduct regular audits and quality checks to maintain data accuracy and integrity.
Provide training and support to agents, fostering a culture of continuous improvement.
Escalate and resolve complex customer issues, ensuring timely and effective resolutions.
Stay updated with industry best practices and implement innovative solutions.
Foster a positive and collaborative work environment within the Contact Centre Inbound team.

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Kotak Mahindra Bank

Banking

Mumbai Maharashtra

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CEC Officer