Description

Sky Channel – Service – Potential – TL

Department Customer Experience Center
Location Thane/Bangalore/Noida
Reporting Relationship CEC – Team Manager - Inbound
Position Grade Team Leader M3/M4

Job Role

- Responsible for managing a team of 15-18 officers handling inbound calls for Privileged Customers

- To Attend the inbound calls of customers and process the queries & requests to customer's satisfaction
- To identify and convert the opportunities for cross selling (banking product) on customer's call
- 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 (End-of-day target)
- Adherence to Information Security norms & quality process norms.




- To be aware of and comply with any updates about the process

Job Description

- Graduate
- Preferably 3-4 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
- Excellent communication skills – Verbal & Written
- Versatile to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
- Flexible to get scattered 8 Week Offs in a month with 9hours 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

📌 Sky Service Potential - Team Leader -Sky Channel-Contact Centre Inbound (Thane)
🏢 Kotak Mahindra Bank
📍 Thane