• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-10-21

CitiPhone MIS Analyst

CitiPhone MIS Analyst

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18057269


Job Responsibilities:
  • Ensure total customer satisfaction on every call handled by team and nil escalations
  • Provide timely resolution and customer communication on escalated cases
  • Ensuring Process Efficiency by achieving nil defects and set targets of call quality
  • Motivate/Develop team members to meet and exceed unit targets on TSF, Service and Sales
  • Prepare, analyze and action on team performance MIS
  • Liaison with peers and seniors across Citi to ensure resolution of customer issues
  • To provide effective and efficient service and sales to ensure customer satisfaction
  • Leading and support a team of CitiPhone Officers to achieve the performance goals of the team and CitiPhone
  • Work with CitiPhone management team in communicating and managing day-to-day issues and liaising with customers and clients, where appropriate
  • Undertake quality call coaching and call sampling/evaluation on team members
  • Handle customer complaints and implement positive actions to resolve conflict in order to maintain the relationship and goodwill of the customer
  • Report on customer feedback to identify pro-active steps for the continued success of the business
  • Investigate and respond to external customer's/Internal customer's feedback and complain, to ensure proper closure to issues raise
  • Motivate and engage Customer Service Officers to deliver quality customer service standards and meet Productivity numbers (KPI)
  • Communicate performance and behavioral expectations to individual team members and provide ongoing feedback against performance goals
  • Coach, train and develop team members to effectively align team capabilities with current and future business needs
  • Drive team motivation through recognition and reward
  • Identify individual talent and retain within the business by identifying career development opportunities and learning experiences
  • Manage manpower staffing and resources to minimize any adverse impact to the business and strive to ensure adherence to compliance with policies and procedures
Skills Required:
  • Excellent Written and Oral Communication
  • Passion towards Service and Sales
  • People management skills
  • Ability to work in a dynamic environment
  • Good Comprehension Skills
  • Demonstrate proactive and positive attitude
  • Demonstrate quick and resolute decision-making
  • Ability to work with limited supervision and able to work under pressure
  • Multi tasking and ability to stretch during challenging times


  • Minimum of 24 months experience in customer service/financial services industry
  • Experience in handling escalated/priority customer calls
  • Candidates with good discipline, attendance track record, timely training attendance and completion will have better advantage