Job Description

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Job Role

\xc3\x98 Handling customer queries / complaints for Retail Liabilities received from website or mailbox followed by email/Calls.

\xc3\x98 Adhere to agent-level Service Level Agreement (SLAs) specific by the process

\xc3\x98 Ensure adherence to time schedules (Turn Around Time)

\xc3\x98 Complete the logs specified by the process (End-of-day target)

\xc3\x98 Adherence to Information Security norms & quality process norms.

\xc3\x98 To be aware of and comply with any updates about the process

\xc3\x98 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

\xc3\x98 Provide inputs to improve work procedures that can enhance overall team performance



\xc3\x98 Graduate

\xc3\x98 Minimum 5 to 6 years of relevant experience in servicing of financial products and at least one year in managing a team

\xc3\x98 Should be internet-savvy and active on social media.

\xc3\x98 Should be able to use social media tones.

\xc3\x98 Excellent communication skills - Verbal & Written

\xc3\x98 Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays

\xc3\x98 Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc

\xc3\x98 Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

\xc3\x98 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, managers & customers

Kotak Mahindra Bank