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 at Kotak Mahindra Bank Ltd, you will be the front-line representative for our customers, handling their inquiries and concerns. Your primary goal is to deliver an exceptional customer experience, ensuring a high level of satisfaction and loyalty.

• Resolve customer issues and inquiries promptly and efficiently, ensuring a positive and satisfying experience.
• Maintain a comprehensive understanding of the bank's products, services, and policies to provide accurate and tailored solutions.
• Handle inbound calls, emails, and other communication channels to address customer needs and provide timely responses.
• Identify and escalate complex or sensitive customer issues to the appropriate teams for further assistance.
• Collaborate with cross-functional teams to ensure a seamless customer journey and effective issue resolution.
• Maintain accurate records of customer interactions and provide regular updates on case progress.
• Actively listen to customer feedback and suggestions to improve our services and enhance the overall customer experience.
• Ensure compliance with regulatory requirements and bank policies during customer interactions.
• Participate in training and development programs to enhance your skills and stay updated with industry trends.
• Foster a positive and professional work environment, promoting a customer-centric culture within the team.

• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a relevant field.
• Minimum 1-2 years of experience in a customer service or contact center role, preferably in the banking or financial industry.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely.
• Strong active listening skills and a customer-centric approach to problem-solving.
• Proficiency in using various communication channels, including phone, email, and live chat.
• Ability to work independently and manage multiple tasks simultaneously, ensuring timely responses.
• Familiarity with customer relationship management (CRM) systems and basic computer applications.
• A proactive and positive attitude, with a willingness to learn and adapt to changing customer needs.
• Excellent time management and organizational skills to prioritize and manage a high volume of customer inquiries.
• A passion for delivering exceptional customer service and a commitment to continuous improvement.

Experience Level

Mid Level