Grade – C04

　　· Utilizes Messaging platform to respond to service enquiries from customers and provide a comprehensive resolution to the complaints/queries

　　· Follow-up on all customer requests via chat

　　· Maintains detailed knowledge of product and service offerings to customers

　　· Analyzes risk areas and identifies solutions to meet customer's needs

　　· Ensure Information Security for sensitive data

　　· Helps to teach our customer how to self-service through our internet website

　　· Balances NPS & RST to ensure positive customer experience while managing/minimizing operating losses

　　· Ensures productive output as required in unit plan

　　· Undertakes other assignments/projects as given by the Team Lead/Manager

　　· Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries

　　· Applies 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:

　　· 3 years of relevant experience (Freshers Welcome)

　　· Sound Communication skills with service attitude

　　· Strong problem-solving skills. Keen eye for detail

　　· Attitude to Learning, Self-discipline & willingness to take initiative

　　· Willingness to work in night/ rotational shifts

　　Preferences:

　　· Excellent PC and keyboarding skills (30 WPM – typing speed: 90% accuracy)

　　· Good verbal and written communication skills with proficiency in grammar spelling & punctuation

　　· Good analytical skills

　　· 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

　　· Must be goal oriented

　　· Highly motivated, Self-driven & result oriented

　　Shift of operations:

　　US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week

　　Operations - Core

　　Operations Support

　　Full time

　　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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

　　View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

　　View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

　　View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

　　Citi is an equal opportunity and affirmative action employer.

　　Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.