Processing Officer Chat Operations

2 weeks ago

Pune, Maharashtra, India Citi Full time

Grade - C04

  • Utilizes Chat platform to respond to service inquiries from customers and provide a comprehensive resolution to the complaints/queries
  • Maintains detailed knowledge of product and service offerings to customers
  • Analyzes risk areas and identify solutions to meet customer's needs
  • Ensuring Information security for sensitive data
  • Helps to teach our customer how to selfservice through our internet website
  • Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses
  • Accurate reporting of MIS/Timekeeping
  • Undertake other assignments/projects as given by the Team Lead/Manager
  • Liaising with various departments and also do account level system maintenances while resolving customer queries/complaints

Qualifications-External:

  • Overall 0 3 years of relevant experience
  • Sound presentation and analytical skills
  • Strong problem solving skills and detailoriented

Preferences:

  • Must possess excellent PC and keyboarding skills (30 WPM typing speed; 90% accuracy)
  • Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
  • Must possess good analytical skills
  • Courteous with strong customer service orientation
  • Dependable with proficient attention to detail
  • Persuasiveness and a willingness to resolve customer queries
  • Must possess superior observation skills and the ability to function in a fastpaced 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

Preferred personal attributes:

  • Highly motivated & selfdriven
  • Result orientated
  • Customer orientated
  • Analytical thinking

Shift of operations:

  • US Day/India Night
  • Rotating shift with work on Saturday/Sundays. 5 day work week
-
Job Family Group:

Operations - Core

-
Job Family:

Operations Support

-
Time Type:

Full time

  • Citi is an equal opportunity and affirmative action employer.


Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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