Chat Operations Officer Job in Pune at Citi

Citi is hiring for the role of Chat Operations Officer!

Responsibilities of the Candidate:

• Utilizes Chat platform to respond to service inquiries from customers and provide a comprehensive resolution to the complaints/queries
• Follow-up on all customer requests via chat and email
• Maintains detailed knowledge of product and service offerings to customers
• Analyzes risk areas and identify solutions to meet customer's needs
• Ensuring Information security for sensitive data
• Helps to teach our customers how to self-service through our internet website
• Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses
• Accurate reporting of MIS/Timekeeping
• Undertake other assignments/projects as given by the Team Lead/Manager
• Apply professional attitude and image for all internal and external customers
• Liaising with various departments and also doing account-level system maintenance while resolving customer queries/complaints

Requirements:

• Sound presentation and analytical skills
• Strong problem-solving skills and detail-oriented
• Graduate in any stream, master's degree is not a mandate
• Must possess excellent PC and keyboarding skills (30 WPM – typing speed; 90% accuracy)
• Must possess good verbal and written communication skills including proficiency with grammar, spelling and punctuation
• Must possess good analytical skills
• Courteous with a strong customer service orientation
• Dependable with proficient attention to detail
• Persuasiveness and a willingness to resolve customer queries
• Prior experience working in a customer service/customer support space for the international market is highly preferred.
• Prior experience in email/chat process highly preferred
• Experience working in a retail banking space is highly preferred.