Relationship Manager - Contact Centre Inbound

Sky Service Cards - RM-Sky Channel-Contact Centre Inbound

As an RM in the Sky Channel-Contact Centre Inbound department, you will be the voice of Kotak Mahindra Bank Ltd, providing exceptional customer service. Your primary focus will be on resolving customer issues and concerns, ensuring a high level of satisfaction. You will need to maintain a deep understanding of our products and services to effectively address customer needs.

• Respond to customer inquiries promptly and accurately via phone, email, or other channels.
• Efficiently resolve customer issues, providing suitable solutions and ensuring a positive experience.
• Maintain a thorough knowledge of the bank's products, services, and policies to offer accurate information.
• Handle customer complaints and provide appropriate resolutions, aiming for a high satisfaction rate.
• Build strong relationships with customers, ensuring their needs are met and exceeded.
• Document customer interactions and maintain accurate records for future reference.
• Collaborate with other teams to ensure a seamless customer journey and efficient issue resolution.
• Stay updated with the latest product offerings and changes to provide accurate information.
• Provide feedback and suggestions to improve customer service processes and strategies.

• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a related field.
• Minimum 1-2 years of experience in a customer service role, preferably in a banking or financial institution.
• Excellent communication skills, both verbal and written, with the ability to adapt to different customer needs.
• Strong problem-solving skills and a customer-centric approach to issue resolution.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Proficiency in using computers and customer relationship management (CRM) systems.
• A positive and professional attitude, with a focus on delivering exceptional customer service.
• Willingness to learn and stay updated with the latest industry trends and best practices.
• Strong attention to detail and the ability to maintain accurate records.
• Fluency in English is mandatory, with proficiency in other languages being an advantage.

Experience Level

Mid Level