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Kotak Mahindra Bank || Email & Chat (Customer Service) - EscalationsCareer Empower · Mumbai
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Career Empower

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Kotak Mahindra Bank || Email & Chat (Customer Service) - Escalations

🗓️ Posted 2026-09-14 Mumbai Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market ₹25,000–₹45,000/mo

About the Company

We are here to EMPOWER you and your CAREER CareerEmpower.ai is the 1 Job Search Strategy Solution in the World Job searching has become more difficult than ever. Less than 1% of online applications lead to a job offer. AI and automation are meant to help, but they often prevent your resume from ever reaching a real person. CareerEmpower was created to change that. With 60 years of combined experience, our team has developed clear, proven strategies to help you get results. We have already helped more than one hundred thousand people find new jobs, and we are ready to help you too. Our DIY platform is fully copywritten and designed to get you in front of hiring managers quickly and effectively. It teaches you how to navigate the modern job market with confidence. CareerEmpower offers Job Seekers 3 core products: The Do-It-Yourself Toolkit is a step-by-step guide that teaches you what works in today's job market. It gives you everything you need to build your brand, grow your network, and find a career that fits your goals. The Career Accelerator Package includes the full toolkit plus three hours of one-on-one coaching with an expert career strategist. It is the perfect choice if you want personalized support and expert advice. The Executive Agent Representation is for high-performing executives looking for their next opportunity. We manage the entire process for you, including outreach, interview prep, scheduling, and offer negotiation. Whether you are just starting out or ready to take the next big step, CareerEmpower gives you the tools and support to succeed in today's job market. Professional Training and Coaching

About the Job

This is a permanent Bank On Roll / Pay-Roll Job for the designation of Service Assurance Officer (Escalations on Email Chat & Call) within the Customer Service Role Category at Kotak Mahindra Bank Limited. The position grade is Assistant Manager - M1 / Deputy Manager - M2 and the job location is Thane-West.

Role & Responsibilities

  • ● To respond to customer complaints/issues received on calls/emails and provide effective resolution.
  • ● To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated.
  • ● Seek advice and escalate the issue to relevant teams.
  • ● Co-ordinate and follow up with support teams for resolution of customer complaints.
  • ● To ensure that customers do not have to approach senior management for resolution of issues.
  • ● Maintain TAT of commitments given to customer.
  • ● Escalate the issue to higher ups whenever required.
  • ● Maintain the data of escalations which will be required for training need and analysis for the teams.
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  • ● This data will also be used to analyze the current processes and future process improvements to better customer experience.
  • ● Suggest process improvements.

Requirements

Education

  • ● Must be at least Graduate any stream.
  • ● Age should be maximum 32 years.
  • ● Must be comfortable to work in Wagle Estate - (Thane-West).
  • ● Be Confident and willing to learn with a flair for knowledge.
  • ● Should be able to establish rapport quickly with peers, managers & customers.

Experience

  • ● Must have minimum 1 year to 5 years Experience on (Escalation on Calls into Customer Servicing role with only on Banking experience person need to apply).

Skills

  • ● Flexible to get scattered 8 Week Offs in a month with 9 hours working in a day shift including Sunday/holidays.
  • ● Must have Excellent communication as well as writing skills.
  • ● Male & Female both can apply.
  • ● Minimum 1-2 experience on Escalation on Calls into customer service role.
  • ● Excellent communication skills Verbal & Written both.
  • ● Good listening skills and strong communication abilities.
  • ● Possess an upbeat, positive can-do attitude & works with integrity.
  • ● Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization.

Benefits

  • ● Annual CTC 3.50 to 4.50 Lac per annum plus performance based Incentives.
  • ● PF, Gratuity, Mediclaim & Insurance cover (as per policy).
  • ● 5 Days working in a week, Flexible to work on weekends like Saturday, Sunday & any of public holidays.
  • ● Shift Timing for Female: Any of 9 Hours Shifts can be offered from 7.00 AM to 8.00 PM. (No Night Shift).
  • ● Shift Timing for Male: This is a 24x7 based rotational shift, Should be comfortable to work in night shift.