Customer Experience Executive - Inbound Contact Centre

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

We are looking for a talented and motivated individual to join our Sky Channel-Contact Centre Inbound team. In this role, you will be the voice of Kotak Mahindra Bank, engaging with potential and existing customers to generate leads, promote our financial products and services, and provide exceptional customer support. Your primary goal is to build strong customer relationships, ensure customer satisfaction, and meet sales targets through effective communication and persuasion skills.

• Make outbound calls to potential customers to introduce and promote Kotak Mahindra Bank's products and services.
• Answer inbound calls from existing customers, addressing their inquiries, and providing timely and accurate information.
• Build and maintain strong customer relationships by offering personalized and friendly assistance.
• Upsell and cross-sell bank products and services to existing customers, identifying their needs and offering suitable solutions.
• Accurately log all customer interactions in the CRM system, ensuring data integrity and compliance with bank policies.
• Stay updated with the latest bank offerings, features, and benefits to provide accurate and relevant information to customers.
• Handle customer complaints and inquiries with empathy and professionalism, aiming to resolve issues promptly.
• Collaborate with other teams, such as the sales and marketing departments, to align efforts and achieve common goals.
• Participate in team meetings and training sessions to enhance skills, share best practices, and stay informed about industry trends.
• Maintain a high level of professionalism, confidentiality, and customer privacy at all times.

• A high school diploma or equivalent qualification is required.
• Prior 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 articulate complex information clearly.
• Strong persuasion and negotiation skills, with a proven track record of meeting sales targets.
• Proficiency in using CRM systems and basic computer applications.
• Ability to work independently and as part of a team, with a customer-centric approach.
• Excellent time management and organizational skills, with the ability to prioritize tasks effectively.
• A positive and enthusiastic attitude, with a passion for delivering exceptional customer experiences.
• Willingness to continuously learn and adapt to new products, services, and industry trends.
• Fluency in English is mandatory, and proficiency in other regional languages is an advantage.

Experience Level

Entry Level