· Good understanding of Customer Service and BPO Operations processes

· Fundamental understanding of Reports and Statements related to Investment and Trading in Equity and Derivatives

· Act as a SPOC/Bridge between Customer service and other department to resolve client’s concerns

· Supervising, guiding and inspiring a team of Customer Service Executives

· To provide optimum service experience to the customers in a consistent manner through timely resolution of issues.

· Ensure regular training of the team to meet service requirements consistently in an effective manner.

· Adherence to service & quality benchmarks, to provide world class service experience for customers

· Strict adherence to process Turn Around times and also adhere to commitments made to the client.

· Work closely with the employee to provide periodic feedback and coach them

· Meeting Process SLA and ensuring team member and process KRA’s are achieved

· Work towards reduction of complaints

· Improvement of of NPS for process

· Identification of process gaps and fixed from root

📌 Team Member - Voice (Maharashtra)
🏢 Kotak Securities
📍 Maharashtra