Description

Job Description:-

- Graduate
- Minimum 0 to 2 years of experience in customer service role on email support or calls.
- Excellent communication skills – Verbal & Written
- Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
- Flexible to get scattered 8 Week Offs in a month with 9hours 30 minutes 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.
- Banking Background preferred

Responsibilities

- Manage inbound customer calls, emails, and other forms of correspondence efficiently and professionally.
- Provide accurate and timely responses to customer queries, ensuring a high level of customer satisfaction.
- Handle customer complaints and escalations, working towards a quick and amicable resolution.
- Maintain a thorough understanding of credit card products and services to offer accurate information to customers.
- Collaborate with other teams, such as the credit card operations and marketing teams, to ensure a seamless customer journey.




- Identify and report any potential fraud or misuse of credit card accounts, following established protocols.
- Maintain accurate records of customer interactions and ensure data privacy and security.
- Stay updated with the latest product knowledge and industry trends to offer relevant and up-to-date information.
- Participate in team meetings and training sessions to enhance skills and contribute to continuous improvement.

Qualifications

- A bachelor's degree in Business Administration, Finance, or a related field is preferred.
- Minimum 2 years of experience in a customer service role, preferably in the banking or financial services industry.
- Excellent verbal and written communication skills in English and Hindi (or any other regional language as per location).
- Strong interpersonal skills and the ability to build rapport with customers.
- Proficiency in using Microsoft Office applications and customer relationship management (CRM) systems.
- Ability to work in a fast-paced, target-driven environment with a focus on customer satisfaction.
- Positive problem-solving and analytical skills, with the ability to make sound decisions.
- Willingness to work in shifts, including weekends and public holidays, as per business needs.
- A customer-centric mindset and a passion for delivering exceptional customer service.

📌 CEC Officer - Correspondence - Credit Cards-Customer Experience Center-Customer Service (Thane)
🏢 Kotak Mahindra Bank
📍 Thane