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Customer Service Manager-SUPPORT SERVICES-Customer Service
Kotak Mahindra Bank · Mumbai, Maharashtra, India
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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 Strong interpersonal Skills Knowledge of systems like Siebel, Core Responsibilities
- 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