Customer Service Specialist

4 weeks ago

Chennai, India Citi Full time

Responsibilities:


  • Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints/queries
  • Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
  • Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
  • Maintain a high level of professionalism and customer service etiquette in all interactions.
  • Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
  • Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals.
  • Should have worked in high pressure environment dealing with irate customers & should be able to deescalate, handle the situation & provide resolution to the customer with best CX scores
  • Should posses basic banking knowledge on credit cards & retail bank
  • Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
  • Collaborate with team members and other departments to ensure consistent and effective customer support.
  • Should have worked on Customer service teams with complete hands on handling real time customers in international process
  • Should posses excellent written communication skills with service attitude
  • Should be able to multi task – handling more than 4-5 customers all through the day
  • Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.,
  • Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses
  • Analyzes risk areas and identifies solutions to meet customer's needs
  • Ensure Information Security for sensitive data
  • Ensures productive output as required in unit plan
  • Undertakes other assignments/projects as given by the Team Lead/Manager
  • Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries
  • Applies professional attitude and image for all internal and external customers
  • Should possess good analytical & problem solving skills
  • Night shifts/ graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night/grave yard shift – No day shifts at all


Qualifications:

  • 3-5 years of customer service experience, handling real time customers in international process (US & UK)
  • Sound Communication skills with service attitude
  • Excellent written communication skills with service attitude (30 WPM – typing speed: 90% accuracy)
  • Good verbal and written communication skills with proficiency in grammar spelling & punctuation
  • Strong problem-solving skills. Keen eye for detail
  • Attitude to Learning, Self-discipline & willingness to take initiative
  • Work in graveyard shift & rotational offs shifts


Preferences:

  • Good analytical skills
  • Influencing skills and willingness to resolve customer queries satisfactorily
  • Keen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
  • Must possess procedure driven judgment in order to find the best solution to an issue
  • Must be goal oriented, highly motivated, Self-driven & result oriented


Shift of operations:

  • Night shifts/graveyard shifts with a 5 day work week (with weekdays offs)
  • Mandatory rotation once in 4months within night shifts/grave yard shift

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