Description
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

Solid 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.

- 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.

Qualifications

Min Graduation

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