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 valued customers. Your primary goal is to provide exceptional customer service, ensuring a seamless and positive experience for our clients. You will be responsible for handling a high volume of customer interactions, offering accurate and timely responses, and maintaining a deep understanding of our products and services to address any concerns effectively.

• Efficiently resolve customer issues and inquiries, ensuring high satisfaction rates.
• Maintain a comprehensive knowledge base of our products, services, and policies to provide accurate information.
• Respond to customer inquiries through various channels, including phone, email, and live chat, with a quick turnaround time.
• Identify and escalate complex or sensitive customer issues to the appropriate teams for resolution.
• Collaborate with cross-functional teams to improve customer service processes and enhance the overall customer experience.
• Ensure compliance with regulatory and internal policies and procedures during customer interactions.
• Provide regular feedback and suggestions to management on customer trends, issues, and potential improvements.
• Maintain a professional and courteous demeanor at all times, representing the bank's brand and values.
• Actively participate in team meetings and training sessions to stay updated on product changes and service enhancements.

• A high school diploma or equivalent qualification is required.
• Previous experience in a customer service role, preferably in a banking or financial services environment.
• Excellent communication skills, both verbal and written, with the ability to adapt to different communication channels.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Proficiency in using Microsoft Office suite and other relevant software tools for customer relationship management.
• Ability to work in a fast-paced, high-volume environment, managing multiple tasks simultaneously.
• A customer-centric approach with a focus on delivering exceptional service and building positive relationships.
• Willingness to continuously learn and adapt to new technologies and processes.
• Fluency in English is mandatory, with proficiency in additional languages being an advantage.
• A positive and professional attitude, with a strong work ethic and a passion for customer service.

Experience Level

Entry Level