About this role
- As an 811 CEC Officer – Inbound, you will be the first point of contact for customers reaching out to Kotak 811 through the inbound channel.
- Your role is pivotal in ensuring a seamless customer experience by resolving queries, providing product information, and facilitating sales conversions.
- You will engage with potential and existing customers, understand their needs, and recommend suitable banking solutions.
- This role demands excellent communication skills, a customer-first mindset, and the ability to work in a fast-paced, target-driven environment.
- You will also be responsible for maintaining accurate records of customer interactions and contributing to the overall performance of the contact centre.
- Handle inbound customer queries and provide prompt, accurate resolutions.
- Inform customers about Kotak 811 products and services using structured scripts.
- Answer questions related to banking products, digital services, and account features.
- Understand customer requirements and recommend suitable solutions.
- Facilitate sales conversions by closing deals during inbound interactions.
- Maintain detailed records of calls, customer feedback, and sales outcomes.
- Monitor individual sales performance and strive to meet assigned quotas.
- Go the extra mile to ensure customer satisfaction and encourage future engagement.
- Make product recommendations based on customer needs and preferences.
- Adhere to all company policies, procedures, and compliance guidelines.
- Collaborate with team members to improve service delivery and customer experience.