Role & responsibilities :

- Handling customer queries / complaints primarily on Social Media /Emails Escalation, websites followed by email/Calls, for Banking

- 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

Preferred candidate profile

- Graduate

- Should be internet-savvy and active on social media / Email.

- Should be able to use social media / Email tones.





- At least 1-2 years experience with 6 months which should to be in customer service role - Understanding of call center industry an advantage

- 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 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, team-oriented 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

📌 Walk-in || Customer Service Executive - Social Media / Email Escalation Desk (Thane)
🏢 Kotak Mahindra Bank
📍 Thane