Customer Service Manager-SUPPORT SERVICES-Customer Service

• Support Services-Customer Service - Customer Service Manager - Quality Analyst
• KMPL–Grade M3 –Location-Mumbai

Job Role

• Monitoring and Evaluation:
• Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
• Process Improvement:
• Implement process improvements to enhance the efficiency and effectiveness of communication channels.
• Customer Feedback Analysis:
• Analyse customer feedback to identify trends and areas for improvement in communication strategies.

Reporting and Documentation

• Prepare regular reports on communication quality metrics and present findings to National Head Customer Service.

Required Skills and Qualifications

• Experience:
• 5 years+ as a Quality Analyst preferably Service quality, Prior Experience of Customer Service in Retail Assets.
• Skills:
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in quality management systems and tools.
• Knowledge of regulatory requirements related to loan products
• Knowledge of system understanding and should have a proficiency in South Indian Languages.
• Monitoring and Evaluation:
• Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
• Process Improvement:
• Implement process improvements to enhance the efficiency and effectiveness of communication channels.
• Customer Feedback Analysis:
• Analyse customer feedback to identify trends and areas for improvement in communication strategies.

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Reporting and Documentation

• Prepare regular reports on communication quality metrics and present findings to National Head Customer Service.

Min Graduation