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811Digital - Chat Process Officer-Digital Banking Kotak 811-CEC-VKYC

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Kotak Mahindra Bank

11d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    People, HR & Administration
  • Mumbai

AI generated summary

  • You must be a graduate with strong English and Hindi skills, basic computer knowledge, and a pleasing personality. Fluency in local languages is a plus. Willingness to work shifts is essential.
  • You will handle customer calls, assist with queries and complaints, ensure quality service, maintain relationships, provide product information, cross-sell, and adhere to security and process norms.

Requirements

  • Graduate with Excellent communication & comprehension skills
  • Can read and write in English & Hindi
  • Should know basics of computer and knowledge of MS Office, Outlook
  • Candidates with fluency in local languages will be an added advantage (Telugu, Kannada, Tamil, Malayalam, Marathi & Gujarati)
  • Candidate should have a pleasing personality and should be presentable
  • Willing to work in rotational shifts (24x7) with Split or continual week off as per business requirements
  • Should be dedicated and display integrity.

Responsibilities

  • The role is for 811 Service Out calling Process wherein Officer will handle customer calls and assist them on their Queries, Request and Complaints
  • Should maintain a good relationship with the customer
  • Give complete and correct information on all the products & services to the customer
  • Responsible for quality communication and customer servicing within laid down productivity and service benchmarks
  • Ensure customer “delight” which would be measured via NPS and consistent service experience, including timely resolution of customer queries/issues.
  • Adherence to Information Security norms & quality process norms.
  • To be aware of and comply with any updates about the process
  • Cross-sell other banking products as per Business requirement
  • 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

FAQs

What is the job title for this position?

The job title is 811Digital - Chat Process Officer-Digital Banking Kotak 811-CEC-VKYC.

Where is the location for this job?

The position is located in Mumbai, Thane.

What department is this job under?

This job is under the Retail Liabilities | Digital Banking department.

How many positions are available for this role?

There are multiple positions available for this role.

What are the key responsibilities of the 811 Service Out Calling Process Officer?

The key responsibilities include handling customer calls, assisting with queries, requests, and complaints, maintaining customer relationships, providing information on products and services, ensuring customer satisfaction, adhering to information security norms, and cross-selling banking products.

What qualifications are required for this position?

A graduate with excellent communication and comprehension skills is required, preferably fluent in English and Hindi. Familiarity with computer basics, MS Office, and Outlook is also necessary.

Are there language preferences for applicants?

Candidates with fluency in local languages such as Telugu, Kannada, Tamil, Malayalam, Marathi, and Gujarati will have an added advantage.

What are the working hours for this position?

The position requires willingness to work in rotational shifts (24x7) with split or continual week off as per business requirements.

Is there a specific personality trait desired in applicants?

Yes, candidates should have a pleasing personality and should be presentable.

Is integrity an important quality for this role?

Yes, candidates should be dedicated and display integrity.

Does this position require adherence to certain standards?

Yes, there is a requirement to adhere to information security norms and quality process standards.

Is experience in customer service necessary for this position?

While specific experience is not mentioned, strong communication and customer service skills are essential.

Kotak Mahindra Bank

Finance
Industry
10,001+
Employees

Mission & Purpose

Kotak Mahindra Bank is a leading Indian financial services conglomerate that offers a wide range of banking and financial products, including personal, corporate, and investment banking services. They provide solutions such as loans, savings accounts, insurance, asset management, and wealth management. Kotak Mahindra Bank’s ultimate mission is to drive growth by delivering innovative and customer-centric financial services while maintaining the highest standards of integrity and professionalism. Their purpose is to empower individuals, businesses, and institutions by offering tailored financial solutions that enhance their financial well-being and support economic progress.