Customer Service Specialist

6 days 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

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