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Bengaluru

    CEC - Subject Matter Expert - Retail Assets-Customer Experience Center-Contact Centre Inbound - Bengaluru, India - Kotak Mahindra

    Default job background
    Customer Service / Support
    Description

    Grade :
    M1/M2

    Job Role

    To Attend the inbound calls of customers in Retail Assets and process the queries & requests to customer's satisfaction

    To identify and convert the opportunities for cross selling (banking product) on customer's call

    Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.

    Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues.

    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

    Subject Matter Expert (SME) will support Team Leader in improving and maintain performance as below

    Timely Processing of Requests in the CRM – Siebel

    helping officers with knowledge by conducting 1-1 sessions

    Job Description

    Graduate

    Preferably 1-2 years 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, 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


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