Customer Service Representative - Relationship Manager

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

As a Sky Service Potential - RM, you will be the first point of contact for our customers, handling their inquiries and concerns with a high level of professionalism and empathy. Your role is crucial in maintaining customer satisfaction and loyalty, as you will be the face and voice of Kotak Mahindra Bank Ltd. Your primary focus will be on resolving customer issues and providing accurate information about our products and services.

• Efficiently resolve customer issues and concerns, ensuring a high level of satisfaction.
• Maintain a deep understanding of the bank's products, services, and policies to provide accurate and timely responses.
• Respond to customer inquiries through various channels, including phone, email, and live chat, with a quick turnaround time.
• Handle customer complaints and provide effective solutions, de-escalating any potential conflicts.
• Up-sell and cross-sell bank products and services to existing customers, identifying opportunities for growth.
• Collaborate with other teams, such as the sales and operations teams, to ensure a seamless customer experience.
• Maintain accurate records of customer interactions and provide regular feedback to the management team.
• Stay updated with the latest industry trends and bank policies to deliver relevant and reliable information.
• Ensure compliance with data privacy and security regulations during customer interactions.

• A high school diploma or equivalent is required, with a preference for candidates with a bachelor's degree in a relevant field.
• Minimum 1-2 years of experience in a customer service or call center environment, preferably in the banking or financial industry.
• Excellent communication skills, both verbal and written, with the ability to communicate complex information clearly.
• 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.
• Ability to work in a fast-paced, high-pressure environment, managing multiple tasks simultaneously.
• Excellent time management and organizational skills, with a focus on meeting deadlines.
• A customer-centric approach and a passion for delivering exceptional service.
• Willingness to learn and adapt to new technologies and processes.
• Fluency in English is mandatory, with proficiency in other languages being an advantage.

Experience Level

Mid Level