Customer Service Manager-SUPPORT SERVICES-Customer Service

Kotak Mahindra Bank View all jobs

  • Mumbai, Maharashtra
  • Permanent
  • Full-time
  • 23 days ago
Job Category: KMPL CorporateDegree Level: Bachelor's DegreeJob Description:Support Services-Customer Service - Customer Service Manager - Quality AnalystKMPL-Grade M3 -Location-MumbaiJob Role: * Monitoring and Evaluation:
  • Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
  • Process Improvement:
  • Implement process improvements to enhance the efficiency and effectiveness of communication channels.
  • Customer Feedback Analysis:
  • Analyse customer feedback to identify trends and areas for improvement in communication strategies.
Reporting and Documentation:
  • Prepare regular reports on communication quality metrics and present findings to National Head Customer Service.
Required Skills and Qualifications:
  • Experience:
  • 5 years+ as a Quality Analyst preferably Service quality, Prior Experience of Customer Service in Retail Assets.
  • Skills:
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in quality management systems and tools.
  • Knowledge of regulatory requirements related to loan products
  • Knowledge of system understanding and should have a proficiency in South Indian Languages.
Responsibilities: * Monitoring and Evaluation:
  • Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
  • Process Improvement:
  • Implement process improvements to enhance the efficiency and effectiveness of communication channels.
  • Customer Feedback Analysis:
  • Analyse customer feedback to identify trends and areas for improvement in communication strategies.
Reporting and Documentation:
  • Prepare regular reports on communication quality metrics and present findings to National Head Customer Service.
Qualifications:Min Graduation

Kotak Mahindra Bank