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Team Member - Voice

Kotak Securities · Remote

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Last observed by our collector: 8 October 2026 at 11:38 pm IST. This is not a manual review or a confirmation from the employer.

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Collected role description

<p class="MsoListParagraph" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-size:12pt;font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span style="font-size:12pt;">Good understanding of Customer Service and BPO Operations processes</span></font></p> <p class="MsoListParagraph" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-size:12pt;font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span style="font-size:12pt;">Fundamental understanding of Reports and Statements related to Investment and Trading in Equity and Derivatives</span></font></p> <p class="MsoListParagraph" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-size:12pt;font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span style="font-size:12pt;">Act as a SPOC/Bridge between Customer service and other department to resolve client’s concerns</span></font></p> <p class="MsoListParagraph" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-size:12pt;font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span style="font-size:12pt;">Supervising, guiding and motivating a team of Customer Service Executives</span></font></p> <p class="Default" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>To provide optimum service experience to the customers in a consistent manner through timely resolution of issues. </font></p> <p class="Default" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Ensure regular training of the team to meet service requirements consistently in an effective manner. </font></p> <p class="Default" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Adherence to service & quality benchmarks, to provide world class service experience for customers </font></p> <p class="Default" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Strict adherence to process Turn Around times and also adhere to commitments made to the client. </font></p> <p class="Default" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Work closely with the employee to provide periodic feedback and coach them </font></p> <p class="Default" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Meeting Process SLA and ensuring team member and process KRA’s are achieved</font></p> <p class="MsoListParagraph" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-size:12pt;font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span style="font-size:12pt;">Work towards reduction of complaints </span></font></p> <p class="MsoListParagraph" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-size:12pt;font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span><span style="font-size:12pt;">Improvement of of NPS for process</span></font></p> <p class="MsoListParagraph" style="margin-left:72pt;text-indent:-18pt;"><font color="#000000"><span style="font-size:12pt;font-family:Symbol;">·<span style="font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span></font><span style="font-size:12pt;"><font color="#000000">Identification of process gaps and fixed from root</font><font color="#ffffff"></font></span></p>