Kotak Mahindra Bank Limited Hiring for CEC Team Leader Correspondence Retail LiabilitiesCustomer Experience CenterCustomer Service at Thane Full Time

Job Role

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

. Adhere to agent-level Service Level Agreement (SLAs) specific by the process

. Ensure adherence to time schedules (Turn Around Time)

. 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

. Provide inputs to improve work procedures that can enhance overall team performance

Job Description

. Graduate

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

. Should be internet-savvy and active on social media.

. Should be able to use social media tones.

. Excellent communication skills – Verbal & Written

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

. Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc

. 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, managers & customers