**Responsibilities:** + Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints/queries. + Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues. + Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary. + Maintain a high level of professionalism and customer service etiquette in all interactions. + Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions. + Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses. + Analyzes risk areas and identifies solutions to meet customer's needs. + Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries. + Undertakes other assignments/projects as given by the Team Lead/Manager. + Ensures productive output as required in unit plan. + Collaborate with team members and other departments to ensure consistent and effective customer support. + Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations, and chat volume goals. **Required Experience:** + 3-5 years of customer service experience, handling real-time customers in an international process (US & UK). + Should have worked in a high-pressure environment dealing with irate customers & should be able to de-escalate, handle the situation & provide resolution to the customer with the best CX scores. + Should have worked on Customer service teams with complete hands-on handling real-time customers in an international process. **Required Skills:** + Should possess excellent written communication skills with service attitude. + Should possess good analytical & problem-solving skills. + Should be able to multi-task – handling more than 4-5 customers all through the day. + Excellent written communication skills with service attitude (30 WPM – typing speed: 90% accuracy). + Good verbal and written communication skills with proficiency in grammar spelling & punctuation. + Strong problem-solving skills. Keen eye for detail. + 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. + Sound Communication skills with service attitude. + Attitude to Learning, Self-discipline & willingness to take initiative. + Must be goal oriented, highly motivated, Self-driven & result oriented. + Applies professional attitude and image for all internal and external customers. **Required Knowledge:** + Should possess basic banking knowledge on credit cards & retail bank. + Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc. + Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers. **Shift Requirements:** + Night shifts/graveyard shifts with a 5-day work week (with weekdays offs). + Mandatory rotation once in 4 months within night shifts/graveyard shift. ------------------------------------------------------ **Job Family Group:** Operations - Core ------------------------------------------------------ **Job Family:** Operations Support ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Most Relevant Skills** Please see the requirements listed above. ------------------------------------------------------ **Other Relevant Skills** Chat Support, Communication, Customer-Support, Live Chat Support, Online Chat Support. ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _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 Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.