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Customer Service Manager - support Services - customer Service
Lead quality improvement initiatives for customer service in Surat through data-driven process changes
Sūrat, Gujarāt, India
Mid-Level
14 hours agoBe an early applicant
Kotak
Provides a wide range of banking, investment, and insurance services to retail, corporate, and institutional customers in India.
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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.
Customer Service Manager - support Services - customer Service
Sūrat, Gujarāt, India
Support
About Kotak
Provides a wide range of banking, investment, and insurance services to retail, corporate, and institutional customers in India.