Customer Relationship Manager - Contact Centre Inbound

Sky Service Potential-RM-Customer Experience Center-Contact Centre Inbound

As a Sky Service Potential-RM, you will be the voice of Kotak Mahindra Bank Ltd, representing the brand and its products/services. Your primary responsibility will be to engage with potential and existing customers, building strong relationships and providing excellent customer support. This role requires a high level of communication skills, a persuasive approach, and a results-driven mindset to meet sales targets.

• Make outbound calls to potential customers to introduce and promote bank products/services.
• Answer inbound calls from customers, addressing inquiries, and providing accurate information.
• Build and maintain strong customer relationships, ensuring a positive and personalized experience.
• Log all customer interactions accurately in the CRM system, ensuring data integrity.
• Identify and qualify sales leads, conducting needs analysis to offer suitable solutions.
• Cross-sell and upsell bank products/services to existing customers, maximizing revenue opportunities.
• Handle customer complaints and queries, providing timely and effective resolutions.
• Stay updated with the latest product knowledge and industry trends to offer informed advice.
• Collaborate with other teams to ensure a seamless customer journey and an integrated approach.

• 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-facing role, preferably in a contact center environment.
• Excellent communication skills, both verbal and written, with the ability to communicate clearly and persuasively.
• Strong interpersonal skills and a customer-centric approach, with a focus on building relationships.
• Proficiency in using CRM systems and basic computer applications.
• Ability to work in a fast-paced, target-driven environment, with a results-oriented mindset.
• Good problem-solving and analytical skills, with the ability to make sound decisions.
• Willingness to learn and adapt to new processes and technologies.
• Fluency in English is mandatory, with proficiency in other languages being an advantage.

Experience Level

Mid Level