Service Assurance Officer (Escalations) - Email & Chat Support at Kotak Mahindra Bank

About the Role

Kotak Mahindra Bank Limited is urgently looking for dedicated professionals to join their team as Service Assurance Officers handling escalations via email and chat. This is a permanent position with on-roll employment at the bank’s office in Wagle Estate, Thane-West.

Key Responsibilities

• Address and resolve customer issues and complaints received through calls and emails promptly.
• Manage level 1 escalations, ensuring customer problems are solved before they reach senior management.
• Collaborate with relevant teams by seeking advice or escalating unresolved issues appropriately.
• Follow up with support departments to ensure timely resolution of customer concerns.
• Maintain turnaround time (TAT) for commitments given to customers.
• Document all escalations for training purposes and process improvements.
• Propose enhancements to current workflows to enrich customer satisfaction.

Candidate Profile and Requirements

• Bachelor’s degree in any discipline is mandatory.
• Between 1 to 5 years of experience specifically handling escalations in customer service within the banking sector.
• Fluency in both verbal and written communication.
• Strong listening skills with the ability to communicate with clarity and confidence.
• Age not exceeding 32 years.
• Male and female candidates are welcome to apply.
• Willingness to work flexible shifts including Sundays and holidays, covering 9 hours daily with scattered days off totaling 8 per month.
• Ability to work on a rotational shift basis for males, including night shifts; females will be offered a day shift between 7:00 AM to 8:00 PM without night duty.
• Excellent interpersonal skills, with a collaborative and self-motivated attitude, capable of serving as a positive role model.

Work Schedule & Benefits

• Five working days in a week, with flexibility to work on weekends and public holidays as needed.
• Annual compensation package ranging from INR 350000 to INR 450000, inclusive of performance-based incentives.
• Additional benefits include Provident Fund, Gratuity, Mediclaim, and Insurance as per company policies.

Additional Information

Candidates must be prepared for position location at Thane-West, and should demonstrate a customer-centric approach with integrity and proactive learning attitude.

For queries, candidates can contact the HR team during working hours on the provided phone number.