Kotak

Position Title : Customer Service Manager

Department

Business Banking Asset – Working Capital

Location

Mumbai ( BKC)

Reporting Relationship

HO Coordinator

Position Grade

M1

Purpose of the Role

To support the business objectives of driving service level i.e enhance customer experience with excellent service delivery

Roles and Responsibilities

• Ensuring customer’s closure request is processed timely
• Coordinate with relevant team to ensure correct resolution
• Highlight non adherence or delay in resolution from stakeholders to immediate superiors for support
• Execute best practices to ensure reduction in complaints and errors
• Display ownership in handling service requests of customers with accurate resolution
• Update MIS/Reports accurately with details required
• Contribute towards improvement in TAT and NPS
• Take ownership in additional activities to drive team performance

Profile Requirement- Qualification and Experience

Education:

Minimum: Graduate

Experience:

3+ years of experience in service domain; preferably from lending domain

Knowledge & Skills:

• Client Focus – Supports clients to achieve resolution through the provision of quality service
• Technology – Uses technology and software applications effectively in accordance with task requirements. Should be good with Microsoft Excel and Outlook along with banking application like Finacle.
• Resilience – Achieves work objectives, even in difficult circumstances whilst remaining positive and calm
• Continuous Improvement – Look for and take advantage of opportunities to learn new skills in order to achieve work goals. Adaptable in approach and willing to be flexible to accommodate the changing needs of the team and the environment
• Gathers information – Knows where to find information and asks questions to ensure a better understanding of issues
• Teamwork – Openly shares information, participates and contributes to team discussions
• Negotiation & Influence – Considers and discusses different ideas without getting personal or aggressive
• Autonomy – Demonstrates punctuality and meets agreed schedules and timelines under general guidance