Service Assurance Officer - Escalations (Email, Chat & Call)

Role overview

This is a permanent on-roll position with Kotak Mahindra Bank for a Service Assurance Officer handling escalations through email, chat and calls. The role sits within customer service and is aligned to Assistant Manager - M1 / Deputy Manager - M2 grade. The workplace is in Thane-West, specifically Wagle Estate.

Eligibility and profile

• Applicants should have 1 to 5 years of experience in escalation handling from a customer servicing background, and banking experience is mandatory.
• Candidates must hold at least a graduate degree in any discipline.
• Strong verbal and written communication skills are essential.
• The role requires comfort with a split weekly off pattern, 9 working hours a day, and day-shift coverage including Sundays and public holidays.
• Female candidates may be offered shifts between 7:00 AM and 8:00 PM with no night shift.
• Male candidates should be prepared for rotational 24x7 shifts, including night duties.
• The maximum age mentioned for this position is 32 years.
• Both men and women may apply.
• Applicants must be willing to work from Wagle Estate, Thane-West.

Key responsibilities

• Handle customer complaints and issues received via calls, email, and chat, and work toward an effective resolution.
• Manage first-level escalations so that concerns are closed without being pushed further up the chain.
• Coordinate with relevant support teams, seek guidance when needed, and track issues until closure.
• Ensure customers are not required to reach senior management for routine resolution.
• Monitor and meet the turnaround time committed to customers.
• Escalate matters to senior stakeholders whenever the situation demands it.
• Maintain escalation records for training needs, process analysis, and identifying improvement opportunities.
• Recommend changes that can improve processes and enhance customer experience.

Working conditions and compensation

The annual CTC is INR 3.50 to 4.50 lakh, along with performance-based incentives. The employer also provides PF, gratuity, mediclaim, and insurance cover as per policy. The schedule is a 5-day work week, with flexibility to work on weekends such as Saturday and Sunday, as well as public holidays.

Application notes

Interested candidates were asked to submit updated CVs through the recruiter’s email or WhatsApp channel and to mention the reference code Kotak-SAO-285. Assistance calls were accepted only between 10:00 AM and 5:00 PM.