Customer Service Manager-SUPPORT SERVICES-Customer Service

Actively Reviewing

Kotak Mahindra Bank

Mumbai Full-Time 4–8 yrs exp Posted 5 hours ago · Apply by Sep 14, 2026

Job Description

Support Services-Customer Service - Customer Service Manager - Quality Analyst

KMPL–Grade M3 –Location-Mumbai

Job Role

Monitoring and Evaluation:2. Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
Process Improvement:4. Implement process improvements to enhance the efficiency and effectiveness of communication channels.
Customer Feedback Analysis:6. 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.