Team Member - Customer Service-NPS

Team Member - Customer Service-NPS

Kotak Mahindra Bank Limited
Not Specified
Not Specified

Job Description

  1. KRA-

.Drive NPS -for Retail Asset. Work closely with all stakeholders -Eg: Sales /Credit/Operations/Service for better NPS
.Drive and initiate customer delight and improvement projects
.Analyse NPS data and do Root cause analysis.
.Close looping of Detractor feedbacks end to end and incorporate changes for improvement. Feedback to be given for Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight.
.Work towards ensuring Positive Score in RNPS and +65 in TNPS (minimum benchmark)

  1. Job requirements -
    .Has some experience in data analysis
    .Good Communication skills. Ability to understand customer issues.
    .Experience in customer facing role preferred
    .Believes in team work.
    .Taking ownership of customer feedback and taking them to permanent solution
    .Apply best practices and focus on areas of improvement
    .Building rapport and coordinating with internal stakeholders.
    .Proficiency in WORD and EXCEL/PPT preferred
    .MIS Tracking

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