811-CUFD Officer-Digital Banking Kotak 811-Contact Centre Inbound

CEC Officer - Inbound - 811 CUFD (Customer Unfreeze Department)

Department

Customer Experience Center

Location

Thane / Noida

Reporting Relationship

CEC - Team Leader - Inbound

Position Grade

Assistant Manager / Deputy Manager

Job Role

• To attend the inbound calls / icommit / make outbound calls to customers in 811 CUFD and process the queries & requests to customer's satisfaction related to freeze (both voice or video)
• To identify and convert the opportunities for cross selling (banking product) on customer's call if required.
• 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
• 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 / SME / Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

Job Description

Skills Required

Communication, Information Security