Job 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.

1. Process Improvement:

- Implement process improvements to enhance the efficiency and effectiveness of communication channels.

1. 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:
- Solid 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.

📌 Customer Service Manager-SUPPORT SERVICES-Customer Service (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai