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Customer Service Manager-SUPPORT SERVICES-Customer Service at Kotak Mahindra Bank
Mumbai, maharashtra, India -
Full Time

Start Date

Immediate

Expiry Date

08 Oct, 26

Salary

0.0

Posted On

10 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Monitoring and Evaluation, Process Improvement, Customer Feedback Analysis, Quality Management Systems, Analytical Skills, Problem-solving Skills, Communication Skills, Interpersonal Skills, Regulatory Knowledge, South Indian Languages

Industry

Banking

Description
Support Services-Customer Service - Customer Service Manager - Quality Analyst KMPL–Grade M3 –Location-Mumbai Job Role: 1. Monitoring and Evaluation: * Regularly monitor emails and calls to evaluate performance and identify areas for improvement. 2. Process Improvement: * Implement process improvements to enhance the efficiency and effectiveness of communication channels. 3. 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
The role involves monitoring emails and calls to evaluate performance and implementing process improvements for communication channels. It also requires analyzing customer feedback and reporting quality metrics to the National Head of Customer Service.