Chat Operations - C05

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 SkillsPlease see the requirements listed above.

------------------------------------------------------Other Relevant SkillsChat 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 Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.