Sky Service CCU - Team Leader -Sky Channel-Customer Service

Kotak Mahindra Bank View all jobs

  • Thane, Maharashtra
  • Permanent
  • Full-time
  • 20 days ago
Job Category: Consumer BankDegree Level: Bachelor's DegreeJob Description: As the Sky Service CCU Team Leader, you will play a vital role in driving customer satisfaction and maintaining high standards of service. Your primary responsibility will be to lead and motivate a team of customer service professionals, ensuring they deliver exceptional support to our valued customers. You will be a key driver of our customer-centric culture, fostering a positive and collaborative work environment.Responsibilities:
  • Lead and manage a team of customer service representatives, providing guidance and support to ensure high-quality service delivery.
  • Oversee daily operations, ensuring efficient and effective handling of customer inquiries and requests.
  • Monitor and analyze team performance, identifying areas for improvement and implementing strategies to enhance productivity.
  • Conduct regular performance evaluations and provide constructive feedback to team members, fostering their professional growth.
  • Collaborate with other departments to ensure seamless customer experiences, especially during cross-functional projects or initiatives.
  • Stay updated on industry trends, best practices, and emerging technologies to enhance the team's capabilities and service offerings.
  • Develop and implement training programs to upskill the team, ensuring they are equipped with the latest knowledge and skills.
  • Handle complex customer inquiries and escalations, providing timely and effective resolutions.
  • Ensure compliance with regulatory requirements and internal policies, maintaining a high level of integrity and confidentiality.
  • Foster a positive and inclusive work culture, promoting teamwork and a customer-centric mindset.
Qualifications:
  • A bachelor's degree in a relevant field, such as business administration, customer service, or a related discipline.
  • Minimum 5 years of experience in a customer service leadership role, preferably in a banking or financial services environment.
  • Proven track record of successfully managing and leading high-performing customer service teams.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers.
  • Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.
  • Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Excellent time management and organizational skills, with a focus on attention to detail.
  • Strong leadership qualities, including the ability to motivate and inspire team members.
  • Willingness to continuously learn and adapt to new technologies and industry trends.

Kotak Mahindra Bank