Officer, Service Supervisor

Citi; Philippines; On-site; PHP 670,000 - 893,000; Full time

Job summary

Citi, Philippines, is seeking a Service Supervisor to guide a Customer Service team and ensure delivery of high-quality service. The role involves allocating tasks, monitoring performance, and driving process improvements, with a strong emphasis on risk awareness and compliance.

The successful candidate will have 2 years in customer service, strong communication and leadership skills, and proven project management ability. Bachelor's degree or equivalent experience is required.

Qualifications

• 2 years of relevant experience in a customer service role.
• Ability to deal with conflict/change resistance.
• Ability to identify and deliver business results.
• Proficient project management skills.
• Effective verbal and written communication and presentation skills.
• Effective influencing and relationship management skills.
• Proven ability to adapt and apply creative and analytical skills in previous leadership experience.

Responsibilities

• Allocate work for a small customer service team (up to 17) and act as team leader.
• Oversee and perform customer service activities and resolve issues.
• Evaluate performance and make recommendations for pay, promotions, etc.
• Recommend new work procedures as needed.
• Make evaluative judgments to solve problems using data and experience.
• Ensure the team meets performance and quality expectations.
• Develop communications to exchange ideas and sensitive information.
• Assist as a backup manager when needed.
• Deliver exceptional client experience and manage risks with compliance.

Skills

Leadership

Conflict management

Communication

Project management

Influence & relationships

Analytical thinking

Education

Bachelor's/University degree or equivalent experience

Job description

The Service Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.

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

Responsibilities

• Allocate work for small Customer Service team (typically up to 17) and serve as the team leader
• Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact
• Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.
• Recommend new work procedures, as needed
• Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
• Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
• Develop communications to exchanges ideas and potentially complex/sensitive information
• Assist as a backup manager, as needed
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications

• 2 years of relevant experience in a customer service role
• Ability to deal with conflict/change resistance
• Ability to identify and deliver business results
• Proficient project management skills
• Effective verbal and written communication and presentation skills
• Effective influencing and relationship management skills
• Proven ability to adapt and apply creative and analytical skills in previous leadership experience

Education

• Bachelor's/University degree or equivalent experience

Job Family Group

Customer Service

Job Family

Service

Time Type

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above.

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.