Team Member - Voice

Kotak Securities · Remote

Collected role description

Team Member - Voice at Kotak Securities

Ensure regular training of the team to meet service requirements consistently in an effective manner.
Work towards reduction of complaints

Good understanding of Customer Service and BPO Operations processes
Fundamental understanding of Reports and Statements related to Investment and Trading in Equity and Derivatives
Act as a SPOC/Bridge between Customer service and other department to resolve client’s concerns
Supervising, guiding and motivating a team of Customer Service Executives
To provide optimum service experience to the customers in a consistent manner through timely resolution of issues.
Adherence to service & quality benchmarks, to provide world class service experience for customers
Strict adherence to process Turn Around times and also adhere to commitments made to the client.
Work closely with the employee to provide periodic feedback and coach them
Meeting Process SLA and ensuring team member and process KRA’s are achieved
Improvement of of NPS for process
Identification of process gaps and fixed from root