Customer Service Manager-SUPPORT SERVICES-Customer Service at Kotak Mahindra Bank in Mumbai, Maharashtra, India focuses on Preparing weekly ,Fortnight and Monthly MIS Complaint analysis to identify major areas of customer dissonance and suggesting ways. Monitoring and Evaluation: - Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
Support Services-Customer Service - Customer Service Manager - Quality Analyst
Customer Service Manager - Support Services-Customer Service
Job Role
End to End Resolution of Requests / Complaints , escalations received from the customers , regulators and senior Management with quality communication within the defined Turn around time.
Preparing weekly ,Fortnight and Monthly MIS
Complaint analysis to identify major areas of customer dissonance and suggesting ways to reduce them.
Job Requirements Graduate
Excellent written and oral communication skills
Eye for details
Proficient in MS Office applications
Prior experience of Customer Service in Retail Assets will be an added advantage
Should be a quick thinker and be able to communicate resolution/solutions to customers effectively
Strong interpersonal Skills
Knowledge of systems like Siebel, Core
### 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