GCB Operations and Technology, Singapore CBP CitiPhone Service Experience Manager GCB Operations and Technology, Singapore CBP  …

Citi
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
Citi
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
Citi
GCB Operations and Technology, Singapore CBP CitiPhone Service Experience Manager
Responsibilities:
  • Assist CitiPhone Supervisor/Manager on 2nd level callbacks, BAU Callbacks and point of reference to the platform
  • Managing escalation- can be determine by supes on the general/simple escalation case and as Quality managers should cm request to speak to SG managers
  • Work with CitiPhone management team in communicating and managing day-to-day issues and liaising with customers and clients, where appropriate
  • Handle customer complaints and implement positive actions to resolve conflict in order to maintain the relationship and goodwill of the customer
  • Manage manpower staffing and resources to minimize any adverse impact to the business and strive to ensure adherence to compliance with policies and procedures
  • Manage L2/L3 escalation (Presidential/MAS/Fidrec etc.)
  • Act as a dispute SME to handle all dispute cases
  • CBOL SME - handling the floor queries (emails) and ESMSes To work with tech team on cases and raised INC ticket if needed
  • ESMSes (Solve/Callback/ Follow ups/Instructions)
  • Citibusiness Point of reference
  • Limo booking for the platform and branch support
  • SRTs (Service round tables) - liaising with stakeholders/departments to improve on service standards between CitiPhone and them
  • Will be required to work rotating shift hours
    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
    Qualifications:
  • Minimum of 12 months experience in customer service/financial services industry
  • Experience in handling escalated/priority customer calls
  • Excellent Call Quality Scores
  • Candidates with good discipline, attendance track record, timely training attendance and completion will have better advantage

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Grade : ------------------------------------------------------
Time Type :Full time ------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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