Chat Customer Service Specialist

Job description

**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.* *View Citi’s EEO Policy Statement and the Know Your Rights poster.*