Inbound Contact Centre Executive - Customer Service

Sky Service Cards - RM-Sky Channel-Contact Centre Inbound

As a Sky Service Cards - RM-Sky Channel-Contact Centre Inbound Executive, you will play a vital role in ensuring a positive customer experience. Your primary responsibility will be to handle inbound calls from customers, addressing their inquiries, and providing timely and accurate information. You will be the voice of Kotak Mahindra Bank Ltd, representing the company's values and commitment to customer satisfaction.

• Answer incoming calls promptly and professionally, ensuring a warm and welcoming tone.
• Listen actively to customer inquiries, concerns, and complaints, and provide appropriate solutions.
• Accurately record and document customer interactions, maintaining detailed records.
• Process customer orders efficiently, ensuring timely delivery and accurate fulfillment.
• Resolve customer complaints and queries, offering alternative solutions when needed.
• Provide product and service information to customers, promoting the bank's offerings.
• Maintain a high level of customer satisfaction by offering excellent service and support.
• Collaborate with other teams to ensure a seamless customer journey and efficient issue resolution.
• Stay updated with the latest bank policies, procedures, and product knowledge.
• Actively contribute to a positive and supportive team environment.

• High school diploma or equivalent; relevant certifications in customer service are preferred.
• 1-2 years of experience in a customer service role, preferably in a contact center environment.
• Excellent communication skills, both verbal and written, with a focus on active listening.
• Strong problem-solving abilities and a customer-centric approach to issue resolution.
• Proficiency in using computers and basic office software.
• Ability to work in a fast-paced, high-volume call center environment.
• Excellent time management and organizational skills.
• A positive and friendly attitude, with a passion for delivering exceptional customer service.
• Willingness to learn and adapt to new systems and processes.
• Fluency in English is mandatory; proficiency in other languages is an advantage.

Experience Level

Mid Level