Customer Service Executive

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

The Sky Service Product - RM-Sky Channel-Contact Centre Inbound role is a critical position within Kotak Mahindra Bank Ltd. As a Customer Service Executive, you will be the face of our company, ensuring client satisfaction and providing an exceptional level of service. Your primary goal is to address customer inquiries, resolve issues, and offer product/service information, all while building long-lasting relationships.

• Engage with customers via phone, email, and live chat to address inquiries and concerns.
• Provide accurate and timely information about our products and services.
• Resolve customer issues and complaints, ensuring a positive and satisfactory outcome.
• Build and maintain strong relationships with customers, fostering a positive brand image.
• Collaborate with internal teams to ensure a seamless customer experience.
• Stay updated with product knowledge and industry trends to offer the best advice.
• Document and report customer interactions and feedback for analysis and improvement.
• Handle escalations and complex customer issues, providing effective solutions.
• Ensure compliance with company policies and procedures during customer interactions.

• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a related field.
• Minimum 1-2 years of experience in a customer service role, preferably in a banking or financial institution.
• Excellent communication skills, both verbal and written, with the ability to adapt to different communication channels.
• Strong problem-solving and analytical skills, with a customer-centric approach.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• A customer-oriented mindset, with a passion for delivering exceptional service.
• Willingness to learn and stay updated with industry developments.
• Excellent time management and organizational skills.
• Fluency in English is mandatory, with proficiency in other languages being an advantage.

Experience Level

Mid Level