Chat Customer Service Specialist

Citi; Chennai; On-site; INR 350,000 - 550,000; Full time

Job summary

Citi in Chennai, Tamil Nadu, is hiring an Ops Support Specialist 5 to deliver day-to-day operations support, including documentation and opening of accounts in coordination with the Operations - Core Team. The role also acts as a liaison between operations staff, relationship managers, project managers, custodians and clients.

You will engage with customers via chat, resolve inquiries, and maintain service metrics while collaborating across departments to ensure high quality CX.

Qualifications

• 3-5 years of customer service experience in an international process (US & UK).
• Experience in high-pressure environments with de-escalation skills.
• Hands-on handling real-time customers in an international process.

Responsibilities

• Engage with customers via live chat, provide information and resolve queries.
• Assist customers in navigating products/services and resolve technical issues.
• Troubleshoot, escalate when needed and document interactions.
• Maintain professionalism and customer service etiquette in all interactions.
• Document interactions, solutions, and follow-up actions.
• Monitor CX metrics and collaborate across departments to ensure quality.
• Meet performance targets for response time, CSAT, and chat volume.

Skills

Written communication

Analytical skills

Multitasking

Typing speed

Verbal communication

Attention to detail

Problem solving

Customer service

Self-motivation

Job description

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.

Job Family Group:

Operations - Core

Job Family:

Operations Support

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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