Kotak Mahindra Bank | Escalations Officer
- Career Empower
- 1 - 5 years
- Mumbai
- 3 years ago
- Email to a friend
- Report this job
Job Description
Urgently we are hiring for Kotak Mahindra Bank Limited, This is a permanent Bank On Roll / Pay-Roll Job.
Job Designation: CEC - Service Assurance Officer (SAO) || Escalations, Email & Chat Process
Position Grade: Assistant Manager - M1 / Deputy Manager - M2
Eligibility Criteria:
- Must have minimum 1 year to 2 years Experience on Escalation or Email & Chat experience in to Customer Servicing role with Banking or Non-Banking both will be considered.
- Flexible to work 24/7 includes Night Shifts, (For Females: 7AM till 8PM) 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) - Maharashtra)
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 or Email & Chat in customer service role.
- Minimum Should be Graduate.
- Excellent communication skills Verbal & Written both.
- Flexible to work 24/7 (For Females: 7.00 AM till 8.00 PM) including Sunday/holidays
- Flexible to get scattered 8 Week Offs in a month with 9 hours shift.
- 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.
Job Location: (Wagle Estate - Thane (West) - Maharashtra)
Salary Package: Annual CTC 2.75 to 3.50 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.
=> Two Weekly offs: One fixed off on Sunday and another one is any of Weekday/Saturday.
=> Shift Timing-: Flexible to work 24/7 includes Night Shifts, (For Females: 7AM till 8PM) including Sunday/holidays
=> Working Hours: Flexible to get scattered 8 Week Offs in a month with 9hours 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.
Note=> 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: in************k@gm**l.com and mention in the subject line Kotak-SAO-285
if your CV / profile got shortlisted with us we will contact you back.
Job Classification
Industry: Banking, Financial Services, BrokingFunctional Area: Financial Services, Banking, Investments, Insurance,
Role Category: Retail/Personal Banking
Role: Retail/Personal Banking
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization
Contact Details:
Company: Career EmpowerLocation(s): Mumbai
Keyskills: BPO Assistant Manager CCE Email Chat Process Phone Banking Non Voice Troubleshooting Backend Customer Care Executive Helpdesk Desktop Relationship Management Back Office Technical Support Escalations Customer Complaints Service Assurance Semi Voice Support Call Center
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