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Customer Services - Team Manager - Escalations

Kotak Securities · Remote

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Collected role description

<ul style="margin-top:0in;" type="disc"> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Working towards resolution of customer concerns and closing loop with customers </span></li> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Attending to cases from USK Desk / MD’s Desk / Other Senior Management of the Organisation</span></li> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Liaise with Department / Division Heads and be a customer advocate in resolving the cases</span></li> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Work on the Root Cause of the Concern and ensure necessary changes are suggested to ensure the issue is fixed and so the same or another customer does not face a similar issue with us</span></li> </ul> <p class="MsoNormal"><span style="font-size:12pt;line-height:107%;"> </span></p> <p class="MsoNormal"><b><u><span lang="en-in" style="font-size:12pt;line-height:107%;" xml:lang="en-in">Requirements</span></u></b></p> <p class="MsoNormal"><u><span lang="en-in" style="font-size:12pt;line-height:107%;" xml:lang="en-in"> </span></u></p> <ul style="margin-top:0in;" type="disc"> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Has customer centricity (Keeps the Customer First) in all perspective</span></li> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Has good communication skills (written and verbal)</span></li> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Has sound process / product knowledge</span></li> <li class="MsoNormal" style="margin-bottom:0.0001pt;line-height:normal;"><span lang="en-in" style="font-size:12pt;" xml:lang="en-in">Has zeal to learn new things and lead small process improvement ideas and spearhead them to closure / implementation</span></li> </ul>