Job Description

Job Category: KMBL
Degree Level: Bachelor's Degree
: As an RM in our Sky Channel-Contact Centre Inbound department, you will be the voice of Kotak Mahindra Bank Ltd, offering exceptional customer service and support. Your primary focus will be on handling inbound calls from credit cardholders, addressing their queries, and ensuring a positive customer experience. This role is crucial in maintaining and enhancing our reputation for excellent customer service.
Responsibilities:

• Answer inbound calls promptly and professionally, ensuring a positive first impression.
• Listen attentively to customer queries and provide accurate, friendly, and efficient solutions.
• Resolve customer issues related to credit cards, including account inquiries, billing concerns, and card-related problems.
• Offer product knowledge and educate customers on the benefits and features of our credit card services.
• Maintain a high level of customer satisfaction by ensuring a smooth and seamless call experience.
• Document and update customer information accurately in our systems, ensuring data integrity.
• Collaborate with cross-functional teams to escalate complex issues and provide timely resolutions.
• Stay updated with the latest product offerings, promotions, and policies to provide accurate information to customers.
• Ensure compliance with regulatory and bank policies during customer interactions.
• Actively contribute to a positive and supportive team environment, fostering a culture of collaboration.

Qualifications:

• A high school diploma or equivalent is required; a college degree in a relevant field is preferred.
• Previous experience in a customer service role, preferably in a contact center or banking environment.
• Excellent communication skills, both verbal and written, with the ability to communicate complex information clearly.
• Strong active listening skills and a customer-centric approach to problem-solving.
• Proficiency in using computers and various software applications, including CRM systems.
• Ability to work in a fast-paced environment, manage multiple tasks, and prioritize effectively.
• A positive and professional attitude, with a focus on delivering exceptional customer service.
• Willingness to learn and adapt to new processes and systems as needed.
• Fluency in English is mandatory; proficiency in additional languages is an asset.
• A passion for providing exceptional customer experiences and a desire to continuously improve.

Skills Required