Customer Service Manager-SUPPORT SERVICES-Customer Service

16 hours ago


Mumbai, Maharashtra, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year
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.
  4. 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
  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.
  4. Reporting and Documentation:

    • Prepare regular reports on communication quality metrics and present findings to National Head Customer Service.
Qualifications

Min Graduation



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