+ 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. + Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals. + Should have worked in high pressure environment dealing with irate customers & should be able to deescalate, handle the situation & provide resolution to the customer with best CX scores + Should possess basic banking knowledge on credit cards & retail bank + Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers. + Collaborate with team members and other departments to ensure consistent and effective customer support. + Should have worked on Customer service teams with complete hands on handling real time customers in international process + Should possess excellent written communication skills with service attitude + Should be able to multitask – handling more than 4-5 customers all through the day + Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc., + Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses + Analyzes risk areas and identifies solutions to meet customer's needs + Ensure Information Security for sensitive data + Ensures productive output as required in unit plan + Undertakes other assignments/projects as given by the Team Lead/Manager + Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries + Applies professional attitude and image for all internal and external customers + Should possess good analytical & problem-solving skills + Night shifts/ graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night/grave yard shift – No day shifts at all + **Qualifications:** + 3-5 years of customer service experience, handling real time customers in international process (US & UK) + Sound Communication skills with service attitude + 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 + Attitude to Learning, Self-discipline & willingness to take initiative + Work in graveyard shift & rotational offs shifts **Preferences:** + Good analytical skills + 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 to find the best solution to an issue + Must be goal oriented, highly motivated, Self-driven & result oriented **Shift of operations:** + Night shifts/graveyard shifts with a 5-day work week (with weekdays offs) + Mandatory rotation once in 4months 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** For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ _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.