Kotak Life Insurance
Location
Mumbai | India
Job description
JOB DESCRIPTION
POSITION | Voice Inbound Officer |
DESIGNATION | Assistant Manager / Deputy Manager |
POSITION GRADE | L1 / L2 |
DEPARTMENT | CSD - Non Voice |
SUB DEPARTMENT | Emails Team |
WORK LOCATION | Goregaon (East), Mumbai. Corporate office. |
OBJECTIVE OF THE ROLE
T o effectively & accurately respond to customer queries within the specified TAT and ensuring excellent service to the customer
KEY RESPONSIBILITIES
Weightage
. Respond to customer queries in a timely and accurate way, via email, Webchat, letters, phone etc
. Identify customer needs and service accordingly
. Update our internal database with information about technical issues and useful discussions with customers
. Co-ordination with other internal teams/departments to provide customer resolution to their query or request
. Inform customers about new features and functionalities and Promote digital channels of service
. Timely Follow up with customers to ensure their queries and technical issues are resolved
. Maintain customer centricity at the core of all transactions
. Support a positive work place environment adhering to organizational policies
TOTAL
100%
INTERACTIONS
Internal Relations:
Channel partner s
Branches
Risk and Legal teams
Other stakeholders
External Relations:
Customers/ Branches / Sales executives
REQUIRED QUALIFICATION AND SKILLS
Qualification: Graduate
Certifications (If any):
Well versed with MS Office
Work experience in years: 1-5 years
Other skill set:
. Excellent oral and written communication skills with Email writing abilities
. Effective and Efficient Typing skill with accuracy
. Computer knowledge with MS Office
. Ability to multitask, prioritize and manage the time and responsibilities effectively
Key Competencies:
. Familiarity with Insurance industry is a plus
. Understanding of how CRM systems work
. Patience when handling tough cases
. Attention to detail and accuracy
. Customer service orientation
. Adaptability and Stress tolerance
. Team worker
. Flexible in working approach
. Positive attitude
Job tags
Salary
