Job Description

The Sky Service Card Retention - RM role is a critical position within the Kotak Mahindra Bank Ltd. Contact Centre Inbound department. You will be responsible for retaining customers who hold Sky Service Cards, ensuring their continued satisfaction, and providing excellent customer support. This role requires a proactive and customer-centric approach to ensure a positive customer experience.

• Handle inbound calls from customers with Sky Service Cards, providing timely and accurate assistance.
• Address customer inquiries, resolve issues, and offer suitable solutions to retain their business.
• Maintain a high level of customer satisfaction by delivering exceptional service and building strong relationships.
• Stay updated with the latest product knowledge and bank policies to provide accurate information to customers.
• Collaborate with the Sky Channel team to ensure a seamless customer journey and effective issue resolution.
• Document customer interactions and maintain accurate records for future reference and analysis.
• Identify opportunities to cross-sell and upsell bank products and services to existing customers.
• Participate in team meetings and training sessions to enhance skills and stay informed about industry trends.
• Adhere to the bank's compliance and regulatory standards, ensuring all customer interactions are within guidelines.
• Continuously seek feedback from customers and colleagues to improve processes and enhance the overall customer experience.

• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a relevant field.
• Minimum 1-2 years of experience in a customer service or call center environment, preferably in the banking industry.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers and colleagues.
• Strong problem-solving abilities and a customer-centric mindset to handle customer inquiries and resolve issues.
• Proficiency in using Microsoft Office suite and other relevant software for documentation and record-keeping.
• Ability to work independently and manage a high volume of customer interactions with efficiency.
• A proactive and positive attitude, with a focus on delivering exceptional customer service.
• Willingness to learn and adapt to new processes and technologies to enhance customer experience.
• Strong organizational skills and attention to detail to ensure accurate record-keeping and documentation.
• Fluency in English is mandatory, with proficiency in other languages being an advantage.