Job Role :

 Handling customer queries / complaints primarily on emails, letters and calls
for Retail Liabilities

 Adhere to agent-level Service Level Agreement (SLAs) specific by the process

 Ensure adherence to time schedules (Turn Around Time)

 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

 Act on the feedback given by Team Leader/Team Coach or Quality or on the
coaching provided to the team as guidelines for improving performance

 Provide inputs to improve work procedures that can enhance overall team
performance

Job Requirement :

 Graduate / Post Graduate

 Minimum 1 to 2 years of experience in customer service role on email support
or calls.





 Should have experience in handling customer queries, request , complaints and
ensuring customer satisfaction.

 Candidate should have an excellent verbal & written English communication.

 Ability to work efficiently in a agile environment, handling multiple
customer queries / complaints simultaneously.

 Flexible to get scattered 8 Week Offs in a month with 9hours shift.

 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.

📌 CEC - Correspondence - Grievance Redressal RL-Customer Experience Center-Customer Experience Center - Customer Service (Thane)
🏢 Kotak
📍 Thane