Customer Service Representative - Inbound Contact Center

Sky Service Potential-RM-Customer Experience Center-Contact Centre Inbound

As a Sky Service Potential-RM-Customer Experience Center-Contact Centre Inbound representative, you will be the voice of Kotak Mahindra Bank Ltd, engaging with customers and potential clients. Your primary goal is to create a positive and lasting impression, ensuring customer satisfaction and loyalty. This role is ideal for those who excel in communication, have a persuasive nature, and are driven by sales targets.

• Initiate outbound calls to introduce and promote bank products, targeting potential customers.
• Answer inbound calls promptly, providing excellent customer service and resolving inquiries.
• Build and nurture long-lasting customer relationships, focusing on satisfaction and retention.
• Generate high-quality leads and convert them into sales, meeting and surpassing targets.
• Accurately document all customer interactions in the CRM, ensuring data accuracy.
• Stay updated with the latest product knowledge to provide accurate and relevant information.
• Handle customer complaints professionally, aiming for timely and effective resolutions.
• Collaborate with internal teams to deliver a seamless and positive customer journey.
• Provide valuable feedback to management, contributing to the enhancement of customer strategies.
• Adhere to all bank policies and regulations, maintaining a professional and ethical image.

• A high school diploma or equivalent is required, with preference for a bachelor's degree.
• Prior experience in a customer-facing role, especially in a contact center, is advantageous.
• Exceptional communication skills, both verbal and written, with a persuasive tone.
• Strong interpersonal skills and a customer-centric mindset, focusing on relationship building.
• Proficiency in CRM systems and basic computer applications is essential.
• Ability to work independently and as part of a team, managing multiple tasks efficiently.
• A proven track record of achieving sales targets and a results-driven approach.
• Excellent problem-solving skills and a calm demeanor when handling customer issues.
• Willingness to continuously learn and adapt to new products and customer needs.
• A positive attitude, professional conduct, and a strong work ethic are expected.