Kotak Mahindra Bank Ltd | Email & Chat (Welcome Desk) Must hv Good Com

Urgently we are hiring for Kotak Mahindra Bank Limited, This is a permanent Bank On Roll / Pay-Roll Job.

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Job Summary

Join the dynamic team at Kotak Mahindra Bank as an Email & Chat Welcome Desk Executive. In this pivotal role, you will be the first point of contact for our newly onboarded customers, ensuring a seamless and welcoming experience via email and chat channels. Your primary focus will be to guide new customers through initial setup, provide information on our banking products and services, resolve queries efficiently, and build strong customer relationships from day one.

Key Responsibilities

• Customer Onboarding:

  Guide new customers through the initial stages of their banking relationship, including account activation, internet/mobile banking setup, and documentation queries.

• Query Resolution:

  Respond promptly and accurately to customer inquiries received via email and chat, providing complete and correct information on all products and services.

• Relationship Building:

  Establish a positive rapport with new customers to ensure customer delight and a consistent service experience, measured by metrics like Net Promoter Score (NPS).

• Product Knowledge:

  Maintain a high level of knowledge of Kotak Mahindra Bank's offerings (e.g., Active Money, competitive FD rates, insurance products) to effectively assist customers and identify cross-selling opportunities where appropriate.

• Process Adherence:

  Ensure strict compliance with information security norms, quality processes, and banking regulations.

• Escalation Management:

  Handle and resolve first-level escalations, collaborating with support teams to ensure timely resolution of complex issues and maintaining the committed Turnaround Time (TAT).

• Documentation & Reporting:

  Accurately document customer interactions and feedback to support training needs analysis and process improvement initiatives.

Qualifications and Skills

• Education:

  Must be a Graduate in any stream.

• Communication:

  Excellent written and verbal communication and comprehension skills in English and Hindi.

• Technical Skills:

  Proficiency in MS Office and the ability to quickly learn internal banking software (e.g., Siebel).

• Soft Skills:

• Strong customer service and interpersonal skills.
• Ability to handle pressure and meet deadlines in a fast-paced environment.
• A positive, "can-do" attitude and a commitment to integrity and teamwork.

Working Conditions and Benefits

• Working Hours:

  This role involves a 9-hour working day and requires flexibility to work in rotational shifts, including weekends and public holidays. Shifts for

  Females

  are typically between

  7:00 AM and 8:00 PM

  (no night shifts), while

  Male

  employees must be comfortable with a 24x7 rotational shift environment, including night shifts.

• Work Week:

  Typically a 5-day working week with two rotational days off.

• Benefits:

  Employees receive competitive compensation, performance bonuses, health and life insurance coverage, PF, gratuity, and opportunities for professional training and development.

How To Apply:

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*Note:

Regards

Career Empower (Hr-Team)

On Behalf of Kotak Mahindra Bank