As a Sky Service Distribution SME, you will play a crucial role in our contact center, specializing in Sky Channel services. Your primary focus will be to handle inbound customer inquiries and provide accurate, timely assistance. This role requires a deep understanding of distribution and retail liabilities, and you will be expected to offer expert advice and support to both customers and internal teams.
Responsibilities
- Handle inbound customer calls and provide excellent customer service, ensuring a positive experience.
- Offer expert guidance and support on distribution/retail liabilities, addressing customer queries and concerns.
- Maintain a thorough understanding of Sky Channel services and products, staying updated with any changes or new offerings.
- Collaborate with other teams, such as sales and operations, to ensure a seamless customer journey and efficient issue resolution.
- Document and escalate complex or unresolved customer issues, ensuring they are addressed promptly.
- Provide regular feedback and insights to the management team, contributing to process improvements and customer satisfaction.
- Uphold the company's values and maintain a professional, friendly,
and helpful demeanor at all times.
- Ensure compliance with all relevant regulations and internal policies, especially regarding customer data protection.
Qualifications
- Prior experience in a customer support role, preferably in a contact center environment, is essential.
- In-depth knowledge of distribution and retail liabilities, with the ability to provide expert advice.
- Excellent communication skills, both verbal and written, with the ability to explain complex concepts simply.
- Strong problem-solving abilities and a customer-centric approach to issue resolution.
- Proficiency in using various customer support tools and systems, including CRM software.
- Ability to work independently and manage a high volume of customer interactions efficiently.
- A proactive and positive attitude, with a passion for delivering exceptional customer service.
- Willingness to continuously learn and adapt to recent processes and technologies.
- Fluency in English is required, and proficiency in other languages is an advantage.
📌 Sky Service Distribution - SME-Sky Channel-Contact Centre Inbound (Thane)
🏢 Kotak Mahindra Bank
📍 Thane
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