Nhân Viên Dịch Vụ Khách Hàng (Citiphone Officer)

MAJOR JOB RESPONSIBILITIES:

The Citiphone Staff will provide world-class service excellence to the customer by offering customers a positive and consistent telephone banking experience
 Reports to the Team Leader / Supervisor
 Attend to inbound and outbound telephone calls/contacts in accordance with standard operating procedures
 Provide information on services offered by Citibank to enhance customer relationships
 Identify and maximize sales opportunities, where applicable, to all customers
 Provide professional, friendly and high quality customer service & sales for each point of contact with the customer
 Identify and respond to customer needs accordingly
 Manage challenging customers professionally and provide after sales service, where applicable
 Able to consistently communicate in a positive and enthusiastic manner; while handling customer complaints in an assertive manner
 Use call/contact control techniques to provide efficient, high quality interactions with customers
 Maintain detailed records of client interaction in order to improve quality of information available
 To provide optimum service to all customers by answering inquiries and resolving complaints effectively with the ultimate aim of projecting a professional image
 Update and perform on-line maintenance on system terminals as per customers’ requests
 Ensure effective and timely follow-up as promised to customers
 Process financial entries and adjustment on customers’ accounts if necessary
 Other tasks as assigned by the supervisor and the management

KEY REQUIREMENTS

 Holds at least Diploma or Degree in any field
 Previous experience in a call center would be an added advantage
 Should have excellent interpersonal and communication skills with good command of written and spoken English
 Strong in customer service skills. A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous and analytical and able to multi-task.
 Good understanding of Citibank customers, product and services.
 Working knowledge of specialized products, systems and services.
 Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word and fax.
High level of listening and comprehension skills. Able to probe for required information from customer
 Assertive and able to manage in situations where there may be limited information.

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

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