Officer - Chat Operations

2 weeks ago

Pune Maharashtra, India Citi Full time

This is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team.

**Responsibilities**:

- 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 self-service 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 detail-oriented
- Graduate in any stream, masters degree is not a mandate

**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
- ** Prior experience working in a customer service/customer support space for international market is highly preferred.**:

- Experience working in a** retail banking**space is highly preferred.

**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**:
**Most Relevant Skills**

Please see the requirements listed above.
- **Other Relevant Skills**

For complementary skills, please see above and/or contact the recruiter.-
- View Citi’s _EEO Policy Statement_ and the _Know Your Rights_ poster._

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