CEC Non 811 VKYC|Officer|Customer Experience Center|CEC|VKYC

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Job type
Full-time
Full Job Description
CEC Officer - Inbound – Credit Cards

Department
Customer Experience Center

Location
Thane/Noida/Bangalore

Reporting Relationship
CEC – Team Leader - Inbound

Position Grade
Assistant Manager

Job Role

To Attend the inbound calls of customers in Credit Cards and process the queries & requests to customer's satisfaction
To identify and convert the opportunities for cross selling (banking product) on customer's call
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 (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
Job Description

Graduate
Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
Excellent communication skills – Verbal & Written
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
Flexible to get scattered 8 Week Offs in a month with +hours shift
Good listening skills and strong communication abilities.
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


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Kotak Mahindra