Customer Service Officer - Digital Banking Inbound Support

811-CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound

As an 811-CEC Officer, you will be the front line of our customer support, ensuring a positive and efficient experience for our Digital Banking customers. Your primary role is to resolve customer queries and provide excellent service, while also identifying opportunities to cross-sell our bank's products and services.

• Answer inbound calls from customers and provide accurate, friendly, and timely assistance.
• Resolve customer queries and complaints, ensuring a high level of satisfaction.
• Identify sales opportunities during calls and cross-sell appropriate products and services.
• Maintain a thorough understanding of our digital banking products and services to offer tailored solutions.
• Document and update customer records accurately, ensuring data privacy and security.
• Collaborate with other teams to ensure a seamless customer journey and efficient issue resolution.
• Provide regular feedback and suggestions to improve our customer support processes.
• Attend training sessions to stay updated with product knowledge and customer service best practices.
• Achieve individual and team performance targets, including call handling and sales goals.

• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a related field.
• 1-2 years of experience in a customer service or sales role, preferably in a banking or financial services environment.
• Excellent communication skills, both verbal and written, with the ability to build rapport quickly.
• Strong problem-solving skills and a customer-centric approach to handling queries.
• Proficiency in using computers and digital tools, including CRM systems and call center software.
• Ability to work in a fast-paced, target-driven environment and manage multiple tasks simultaneously.
• A positive and enthusiastic attitude, with a passion for delivering exceptional customer service.
• Willingness to learn and adapt to new processes and technologies.
• Fluency in English is mandatory, with proficiency in other regional languages a plus.

Experience Level

Mid Level