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Service Xcellence Mentor Full-time Job

1 month ago Bank Mumbai   44 views
Job Details

A.Position Purpose

Deliver ‘Service Beyond Excellence’ to customer through Inbound & Outbound Voice, Email & other channels

  • Be the liaison between RBL Bank and its current as well as potential customers.
  • Manage the team in an efficient and profitable manner leading to employee satisfaction and customer satisfaction, loyalty and retention.
  • Effectively deliver Service Ownership by providing end-to-end resolution for customer complaints, facilitating customer requests and providing information on Customer queries keeping customer satisfaction at the core of every decision and behavior.

Team Management

  • Efficiently manage diverse team of agents handling inbound / outbound customer calls and emails.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. Facilitate learning across the floor through conducting training programs and presentations.
  • Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team. Maintain performance and attendance records, Leave Plans for the team and compile information for the Operations Managers.
  • Promote professional and personal development of team members by administering appraisals, nominating appropriately for training, administer progressive disciplinary action and career development programs.

SLA Adherence

  • Achieve the Service Level Agreement (SLAs) specified by the Process for AHT, Quality, Productivity, Schedule Adherence, Attendance & Sales.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.


  • Ensure WOW experience for all the customers contacting RBL Bank. Achieve high customer satisfaction rating as per the feedback taken by various agencies/ authorities.
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives. Walk that extra mile to ensure that resolution is provided to each customer query.
  • Handle escalations and monitor calls of the team.

Process Improvement

  • Provide inputs for process improvement that may lead to enhanced customer experience. Also, highlight and address issues that may have a bearing on process productivity or efficiency.
  • Develop service procedures, policies and standards
  • Keep ahead of industry’s developments and apply best practices to areas of improvement

Cross Sell

  • Build sustainable relationships and engage customers through conversations. Seize opportunities to upsell and cross sell products/services.


  • Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate agents in a monotonous job environment
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Observe CSE’s on the operations floor and take corrective measures against any floor policy violation and HR policy violation.
Experience (In Years)

3-7 years

Higher Qualification

MBA or full time Graduation in any specialization

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Company Description
RBL Bank is an Indian private sector bank headquartered in Mumbai and founded in 1943. It offers services across six verticals: corporate and institutional banking, commercial banking, branch and business banking, retail assets, development banking and financial inclusion, treasury and financial market