Chat Customer Service Specialist

The Ops Support Specialist 5 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. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

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.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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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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## Most Relevant Skills

Please see the requirements listed above.

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## Other Relevant Skills

Chat Support, Communication, Customer Support, Live Chat Support, Online Chat Support.

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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.

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