Job Role :

* The incumbent will be responsible for improving the overall Customer
experience of the assigned Customer segment
* S/he will have to identify customer pain areas across the Customer journey.
* Prioritize & resolve the customer issues by simplifying process, relook at
policies / practices
* Collaborating with cross functional teams to drive improvements, identified
as part of the root cause analysis framework
* Doing root cause analysis of the complaints to identify actions and closure
of the action points quickly to reduce complaints/ TAT improvement
* Driving strategic initiatives centered around complaints/contacts, NPS, TAT
to derive insights and enhance customer experience
* Identifying and driving automation of manual processes

Job Requirements

* Customer orientation - Essential
* Problem solving / Analytical – Essential
* Project management skills – Essential
* Result Orientation – Essential
* Understanding of business - preferable
* Appreciation of technology – preferable
* Valuable communication skills – written and oral

📌 Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience (Mumbai)
🏢 Kotak
📍 Mumbai