Area Customer Service Manager

3 days ago

Mumbai, Maharashtra, India Kotak Mahindra Bank Full time
Role: Area Customer Service ManagerLocation: MumbaiLeading a team of Approx. 7 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan)Address Service Request /Complaints including those created by channel partners for Affluent Customers and focus on getting it addressed as per defined TAT.Close looping of Complaints and Detractor feedbacks end to end and incorporate changes for improvement.Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticedEnsuring Team Strength in Place .Review Team's Performance each Month and provide feedbacks and support team to achieve their respective KRA's.Ensure adequate training and certifications are completed for each staff memberJob Requirements:
•Believes in team work and identify and utilizes each team member's strength and knowledge for achievement of short and long term organization goals.Taking ownership of customer issues and taking them to end to end resolutionApply best practices and focus on areas of improvementFocused towards achievement of teams and own KRAsBuilding rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time.Proficiency in word and Excel/ppt preferredMIS Tracking

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