Chat Customer Service Specialist

As a Customer Service Representative at Citi, your role will involve engaging with customers through online chat and messaging platforms. You will be responsible for responding to inquiries, providing information, offering assistance, and ensuring a comprehensive resolution to complaints and queries. Your key responsibilities will include: - Assisting customers in navigating products or services, addressing their questions, concerns, and technical issues. - Troubleshooting and resolving customer problems, escalating complex issues when necessary. - Maintaining a high level of professionalism and customer service etiquette in all interactions. - Documenting customer interactions, including inquiries, solutions provided, and any follow-up actions. - Balancing NPS & RSAT to ensure a positive customer experience while managing and minimizing operating losses. - Analyzing risk areas and identifying solutions to meet customer needs. - Demonstrating an ideal service attitude for all customers, liaising with different departments, and performing account-level system maintenances while resolving customer queries. - Undertaking other assignments/projects as given by the Team Lead/Manager. - Collaborating with team members and other departments to ensure consistent and effective customer support. - Meeting or exceeding performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations, and chat volume goals. In order to excel in this role, you should have: - 3-5 years of customer service experience, handling real-time customers in an international process (US & UK). - Experience in working in a high-pressure environment dealing with irate customers and de-escalating situations with the best CX scores. - Excellent written communication skills, good analytical and problem-solving skills, and the ability to multitask. - Basic banking knowledge on credit cards and retail bank. - Exposure to CX metrics such as FCR, Rep-SAT, NPS, and CSAT. - Stay updated on product knowledge and company policies to provide accurate information to customers. Additionally, you should be comfortable working night shifts/graveyard shifts with a 5-day work week (with weekdays off) and be open to mandatory rotation within night shifts/graveyard shift once in 4 months. If you are goal-oriented, highly motivated, self-driven, and possess a professional attitude towards internal and external customers, this role at Citi could be a perfect fit for you.,