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Customer Service Manager-SUPPORT SERVICES-Customer Service
Kotak Mahindra Bank
Posted about 2 months ago
About this role
Full Time Mid-level Customer Service Manager-SUPPORT SERVICES-Customer Service in retail at Kotak Mahindra Bank in Surat, Gujarat, India. Apply directly through the link below.
At a glance
- Work mode
- Office
- Employment
- Full Time
- Location
- Surat, Gujarat, India
- Experience
- Mid-level · 5+ years
Core stack
- Customer Service
- Documentation
- Performance
- Efficiency
- Feedback
- Retail
Quick answers
What skills are required?
Customer Service, Documentation, Performance, Efficiency, Feedback, Retail.
Kotak Mahindra Bank is hiring for this role. Visit career page
Surat, India
Support Services-Customer Service - Customer Service Manager - Quality Analyst
KMPL–Grade M3 –Location-Mumbai
Job 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.
- 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.
Min Graduation
Job details
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