Chat Customer Service Specialist

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 Balances NPS RSAT to ensure positive customer experience while managing minimizing operating losses Analyzes risk areas and identifies solutions to meet customer s needs Demonstrates ideal service attitude for all customers liaises with different departments and also performs account level system maintenances while resolving customers queries Undertakes other assignments projects as given by the Team Lead Manager Ensures productive output as required in unit plan Collaborate with team members and other departments to ensure consistent and effective customer support Meet or exceed performance targets including response time customer satisfaction scores GOS AHT Online rate Availability Quality regulations and chat volume goals Required Experience 3-5 years of customer service experience handling real-time customers in an international process US UK Should have worked in a high-pressure environment dealing with irate customers should be able to de-escalate handle the situation provide resolution to the customer with the best CX scores Should have worked on Customer service teams with complete hands-on handling real-time customers in an international process Required Skills Should possess excellent written communication skills with service attitude Should possess good analytical problem-solving skills Should be able to multi-task - handling more than 4-5 customers all through the day 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 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 Sound Communication skills with service attitude Attitude to Learning Self-discipline willingness to take initiative Must be goal oriented highly motivated Self-driven result oriented Applies professional attitude and image for all internal and external customers Required Knowledge Should possess basic banking knowledge on credit cards retail bank Should have exposure to CX metrics - Customer Service metrics like FCR Rep-SAT NPS CSAT etc Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers Shift Requirements Night shifts graveyard shifts with a 5-day work week with weekdays offs Mandatory rotation once in 4 months within night shifts graveyard shift Job Family Group Operations - Core Job Family Operations Support Time Type Full time Most Relevant Skills Please see the requirements listed above Other Relevant Skills Chat Support Communication Customer-Support Live Chat Support Online Chat Support Citi is an equal opportunity employer and qualified candidates will receive consideration without regard to their race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other characteristic protected by law If you are a person with a disability and need a reasonable accommodation to use our search tools and or apply for a career opportunity review View Citi s and the poster