Customer Service Relationship Manager - Contact Centre Inbound

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

The Sky Service Product RM will play a vital role in driving customer satisfaction and loyalty for Kotak Mahindra Bank Ltd. This role involves overseeing and enhancing the performance of the Sky Channel-Contact Centre Inbound department, which provides support to customers across various industries. The successful candidate will lead a team of customer support executives, ensuring they deliver an exceptional and seamless customer experience.

• Lead and manage the Sky Channel-Contact Centre Inbound team, providing strategic direction and guidance.
• Ensure the team delivers an exceptional customer experience, focusing on satisfaction and loyalty.
• Oversee and optimize the customer support process, identifying areas for improvement and implementing best practices.
• Handle complex customer inquiries and issues, providing expert guidance and resolutions.
• Train and mentor customer support executives, fostering a skilled and motivated team.
• Collaborate with other departments to align customer support strategies with overall business goals.
• Monitor and analyze customer feedback and satisfaction metrics, implementing necessary actions.
• Stay updated with industry trends and customer support technologies, driving innovation.
• Build and maintain strong relationships with key stakeholders and partners.

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 5 years of experience in customer support, with 2 years in a leadership role.
• Proven track record of successfully managing and leading customer support teams.
• Excellent communication and interpersonal skills, with the ability to build rapport.
• Strong problem-solving and analytical abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and tools.
• Ability to work independently and manage multiple priorities effectively.
• Willingness to stay updated with industry trends and best practices.
• Excellent organizational and time management skills.
• Flexibility to adapt to a dynamic and fast-paced work environment.

Experience Level

Mid Level