Chat Customer Service Specialist

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.