Ops Support Specialist

1 month ago

Chennai, India Citi Full time

Job Description

Grade – C04

Utilizes Chat platform to respond to service inquiries from customers and provide a comprehensive resolution to the complaints/queries Follow-up on all customer requests via chat and email 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 Apply professional attitude and image for all internal and external customers 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

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 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

Preferred personal attributes:

Highly motivated & self-driven Result orientated Customer orientated Analytical thinking

Shift of operations:

US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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