Customer Service Manager-SUPPORT SERVICES-Customer Service
About this role
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.
Company at a glance
About Kotak Mahindra Group
Established in 1985, the Kotak Mahindra Group is one of India’s leading financial services conglomerates. In February 2003, Kotak Mahindra Finance Ltd. (KMFL), the Group’s flagship company, received a banking license from the Reserve Bank of India (RBI). With this, KMFL became the first non-banking finance company in India to become a bank – Kotak Mahindra Bank Limited.
The consolidated balance sheet of Kotak Mahindra Group is over 1 lakh crore and the consolidated net worth of the Group stands at 13,943 crore (approx US$ 2.6 billion) as on September 30, 2012.
The Group offers a wide range of financial services that encompass every sphere of life. From commercial banking, to stock broking, mutual funds, life insurance and investment banking, the Group caters to the diverse financial needs of individuals and the corporate sector. The Group has a wide distribution network through branches and franchisees across India, and international offices in London, New York, California, Dubai, Abu Dhabi, Bahrain, Mauritius and Singapore. For more information, please visit the company’s website at https://www.kotak.bank.in/en/home.html
Note: Our new toll-free number is 18004100.
SEBI registration details - https://www.kotak.bank.in/content/dam/Kotak/others/sebi-registration-details.pdf
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