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.