Job
Description
Roles and Responsibilities :
Rendering services to Citibank customers and ensuring satisfactory, first-time resolution is provided for all customer queries
- Be the best for our customers
- Ensure process efficiency
- Cross-sell / upsell set products
Desired Candidate Profile :
- Be the best for our customers by
- Displaying complete onus to customers queries / problems
- Delivering service with requisite courtesy and accuracy
- Adhering to product and process requirements, with nil errors
- Escalating customer issues to the right internal stakeholders
- Effectively resolving customer complaints at the first instance, with excellent customer satisfaction scores
- Ensure process efficiency and effectiveness by
- Complying to service and sales guidelines
- Achieving Call Quality targets
- Resolving customer queries at the first instance of contact, with minimum call handling time
- Cross-sell / upsell set products like
- Loans and mortgages
- Priority / elite accounts
Individual Contributor
- Customer satisfaction
- Query resolution at the first instance
- Minimum call handling time
- Sale of set products
Perks and Benefits - Can be discussed