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

 

CEC Officer - Inbound – 811 CUFD (Customer Unfreeze Department)

 

Department Customer Experience Center Location Thane/Noida Reporting Relationship CEC – Team Leader – Inbound Position Grade Assistant Manager / Deputy Manager

 

 

Job Role

 

• To attend the inbound calls / icommit / make outbound calls to customers in 811 CUFD and process the queries & requests to customer's satisfaction related to freeze (both voice or video)
• To identify and convert the opportunities for cross selling (banking product) on customer's call if required.
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process 
• Act on the feedback given by Team Leader/SME/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

 

Job Description

 

 

• Graduate
• Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/Bank holidays
• Flexible to get scattered 6 Week Offs in a month with 9hours of 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
• Understand customers profile and identify any risks related to profiles.
• Act as a risk control unit and complete due diligence on customers profile.