Customer Service Manager - Citiphone

MAJOR JOB RESPONSIBILITIES
The Customer Service Manager will provide world-class service excellence to the customer by offering customers a positive and consistent telephone banking experience
· Reports to Customer Service Head.
· Be in charge of CitiPhone Officers teams and manage their performance effectively and productively
· Assist Customer Service Head in providing effective and efficient service to ensure meet TSF target and sales, where applicable, to ensure customer satisfaction.
· Lead & support a team of CitiPhone Officers to achieve the performance goals of the team and call center.
· Work with Call Center management team in communicating and managing day-to-day issues in the Call Center and liaising with customers and clients, where appropriate.
· Meet service level objectives as set/pre-determined in Call Center targets.
· 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.
· Adapt to changing service requirements and keep all team members informed of change in policy, procedure, product and the servicing of campaign.
· Respond to customer satisfaction issues and results.
· Motivate and engage CitiPhone Officers to deliver quality customer service standards.
· Communicate performance and behavioural 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.
· Communicate links between reward, performance and behaviour and drive team motivation through recognition and reward.
· Identify individual talent and retain within the business by identifying career development opportunities and learning experiences.
· Proactively manage manpower staffing and resources to minimize any adverse impact to the business and
ensuring compliance with Citibank policies and procedures.

REQUIREMENTS
· Degree in Finance/Business with approximately 5 years of relevant experience within a Call Center
· At least of 2 years of experience in supervising a team.
· Experience in building strong performance team with healthy working environment
· Highly results-oriented and self-motivated team player, adaptable to changing business conditions and client requirements
· Competitive mindset with can-do attitude, positive thinking
· Ability to effectively communicate and present ideas, concepts, and explain products and services
· Demonstrate strong business knowledge with an understanding of consumer banking products & market.
· Working knowledge of Call Center processes, systems and technologies.
· Strong leadership, interpersonal, verbal and oral communication skills.
· Possess problem solving and analytical skills.
· High level of listening and comprehension skills.
· Demonstrate efficient organization and planning skills.
· Innovator with the ability to work with limited supervision.
· Able to work under pressure.
· Demonstrate quick and resolute decision-making.

- Premium Healthcare plan
- Training & development program
- Professional and active working environment

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