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Officer - Chat Operations

Job Req ID 22584138 Location(s) Pune, India Job Type On-Site/Resident Job Category Operations - Core
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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
  • 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
  • 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.
  • Prior experience in email/chat process 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

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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