Kotak Mahindra Bank New Job: Apply for Service Assurance Officer Post

Job Title: Service Assurance Officer – Customer Experience Center (CEC)
Location: Thane, Maharashtra, India

Department: Customer Experience Center
Position Grade: Assistant Manager/Deputy Manager

Job Role:

  • Respond to customer complaints/issues received through calls/emails and provide effective resolutions.
  • Handle Level 1 escalations, ensuring complaints are resolved without further escalation.
  • Seek guidance and escalate issues to relevant teams when necessary.
  • Coordinate and follow up with support teams to ensure customer complaint resolution.
  • Aim to resolve issues effectively so that customers do not need to escalate to senior management.
  • Maintain turnaround time (TAT) commitments given to customers.
  • Track and record escalation data for training, process analysis, and future improvement initiatives.
  • Identify and suggest process improvements to enhance customer experience.

Qualifications:

  • Graduate degree required.
  • 1-2 years of experience in customer service.

Skills and Requirements:

  • Strong verbal and written communication skills.
  • Flexible to work 24/7, with shifts up to 9 hours; females available between 7 AM to 8 PM, including Sundays and holidays.
  • Willing to work scattered 8 days off per month.
  • Excellent listening skills and strong interpersonal abilities.
  • Confident, motivated, and eager to learn with a positive attitude and high integrity.
  • Team-oriented and collaborative; able to establish rapport with peers, managers, and customers.