Sky Service Potential - Rm - sky Channel - contact Centre Inbound

Sky Service Potential

As a Sky Service Potential, you will be the voice of Kotak Mahindra Bank Ltd, representing our brand and values. Your primary role is to resolve customer issues and inquiries, ensuring high satisfaction and loyalty. You will be an expert in our products and services, offering accurate and timely responses to customers through various channels, primarily phone and email.

Responsibilities

Efficiently resolve customer issues and concerns, ensuring a high level of satisfaction.

Maintain a deep understanding of the bank's products, services, and policies to provide accurate information and solutions.

Respond to customer inquiries promptly, utilizing various communication channels, including phone, email, and live chat.

Provide clear and concise explanations to customers, ensuring they understand the solutions offered.

Document and record customer interactions accurately, maintaining a detailed record of all inquiries and resolutions.

Identify and escalate complex or sensitive customer issues to the appropriate teams or managers for further assistance.

Collaborate with cross-functional teams to ensure a seamless customer experience, especially during product launches or promotional campaigns.

Stay updated with the latest product and service offerings, as well as any changes in policies or procedures.

Actively contribute to a positive and supportive team environment, sharing knowledge and best practices with colleagues.

Continuously seek opportunities to improve customer service processes and procedures, driving innovation and efficiency.

Qualifications

A high school diploma or equivalent qualification is required.

Previous experience in a customer service or call center role is preferred, especially in the banking or financial industry.

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

Strong problem-solving and critical thinking abilities, with a customer-centric approach to resolving issues.

Proficiency in using Microsoft Office suite, especially Excel and Outlook, for data entry and email communication.

Ability to work in a fast-paced, dynamic environment, managing multiple tasks and priorities effectively.

Excellent time management skills, with the ability to meet deadlines and handle high call volumes.

A positive and professional attitude, with a focus on delivering exceptional customer service.

Willingness to learn and adapt to new technologies and processes, staying updated with industry trends.

Fluency in English is mandatory, with proficiency in additional languages being an advantage.

Job Info

Job Identification: 232893

Job Category: Consumer Bank

Degree Level: Bachelor's Degree

Job Schedule: Full time

Locations: NEPTUNE ELEMENTS – 3RD FLOOR, Thane, Maharashtra, 400604, IN