Kotak Mahindra Bank || Email & Chat (Customer Service) - Escalations

Job Description

Urgently we are hiring for Kotak Mahindra Bank Limited, This is a permanent Bank On Roll / Pay-Roll Job. Job Designation : Service Assurance Officer (Escalations on Email Chat & Call) Role Category : Customer Service Position Grade : Assistant Manager - M1 / Deputy Manager - M2 Job Location : Thane-West & Noida Eligibility Criteria : Must have minimum 1 year to 2 years Experience on (Escalation on Calls into Customer Servicing role with only on Banking experience person need to apply. Flexible to get scattered 8 Week Offs in a month with 9 hours working in a day shift including Sunday/holidays. Must be at least Graduate any stream. Must have Excellent communication as well as writing skills. Age should be maximum 32 years. Male & Female both can apply. Must be comfortable to work in Wagle Estate - (Thane-West) Job Description & Responsibility : To respond to customer complaints/issues received on calls/emails and provide effective resolution. To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated. Seek advice and escalate the issue to relevant teams. Co-ordinate and follow up with support teams for resolution of customer complaints. To ensure that customers do not have to approach senior management for resolution of issues. Maintain TAT of commitments given to customer. Escalate the issue to higher ups whenever required. Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience. Suggest process improvements. Candidate Desire Profile : Minimum 1-2 experience on Escalation on Calls into customer service role. Minimum Should be Graduate. Excellent communication skills Verbal & Written both. Flexible to get scattered 8 Week Offs in a month with 9 hours working in a day shift including Sunday/holidays. 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 quickly with peers, managers & customers. Salary Package : Annual CTC 3.50 to 4.30 Lac per annum plus performance based Incentives. PF, Gratuity, Mediclaim & Insurance cover (as per policy). Other Job Benefits & Features : => Working Day-: 5 Days working in a week, Flexible to work on weekends like Saturday, Sunday & any of public holidays. => Shift Timing for Female: Any of 9 Hours Shifts can be offered from 7.00 AM to 8.00 PM. (No Night Shift). => Shift Timing for Male: This is a 24x7 based rotational shift, Should be comfortable to work in night shift. => This is "Contact Centre Branch" (Non-Branch Banking) based Job, => This is completely In-house / Office-based profile, No customer Visit, No face to face interaction, No field work. How To Apply : => Interested candidates need to apply via Naukri.com by clicking apply link on same the page. or => Need to forward the updated CVs / Resumes at: info.careerdesk@gmail.com and mention in the subject line Kotak-SAO-285 or => Also can share updated CVs / Resumes via WhatsApp on: +91-96436-87646 mention in the subject line " Kotak-SAO-285" if your CV / profile got shortlisted with us we will contact you back. Regards Career Empower (Hr-Team)