811-CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound

As an 811-CEC Officer, you will be the voice of Kotak's Digital Banking division, representing the brand and its products. Your primary responsibility is to handle inbound customer inquiries, provide accurate information, and promote our range of digital banking services and products. You will play a crucial role in enhancing customer satisfaction and driving the growth of our digital banking platform.

Answer inbound customer calls promptly and professionally, addressing their inquiries and concerns.

Provide detailed product information and educate customers on the benefits of Kotak's digital banking services.

Upsell and cross-sell appropriate products and services to existing customers, based on their needs and preferences.

Resolve customer complaints and queries efficiently, ensuring a high level of customer satisfaction.

Maintain accurate records of customer interactions and provide regular feedback to the management team.

Stay updated with the latest digital banking products and services to offer relevant and timely solutions.

Collaborate with other teams to ensure a seamless customer journey, including smooth transitions to other support channels.

Identify and report any potential issues or trends in customer feedback, contributing to continuous improvement.

Adhere to all quality and compliance standards, ensuring a consistent and positive customer experience.

Graduation is required

Minimum 1 year of experience in a customer service or call center environment, preferably in the banking or financial industry.

Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly.

Strong active listening skills, empathy, and a customer-centric approach.

Proficiency in using computers and basic office software, with the ability to quickly learn new systems.

Ability to work in a fast-paced, target-driven environment, managing multiple tasks simultaneously.

A positive and enthusiastic attitude, with a passion for delivering exceptional customer service.

Willingness to work in shifts, including weekends and public holidays, as per the contact center's operational needs.

Fluency in English is mandatory, with proficiency in other regional languages an advantage.