MAJOR JOB RESPONSIBILITIES: The Citiphone Staff will provide world-class service excellence to the customer by offering customers a positive and consistent telephone banking experience Reports to the Team Leader / Supervisor Attend to inbound and outbound telephone calls/contacts in accordance with standard operating procedures Provide information on services offered by Citibank to enhance customer relationships Identify and maximize sales opportunities, where applicable, to all customers Provide professional, friendly and high quality customer service & sales for each point of contact with the customer Identify and respond to customer needs accordingly Manage challenging customers professionally and provide after sales service, where applicable Able to consistently communicate in a positive and enthusiastic manner; while handling customer complaints in an assertive manner Use call/contact control techniques to provide efficient, high quality interactions with customers Maintain detailed records of client interaction in order to improve quality of information available To provide optimum service to all customers by answering inquiries and resolving complaints effectively with the ultimate aim of projecting a professional image Update and perform on-line maintenance on system terminals as per customers’ requests Ensure effective and timely follow-up as promised to customers Process financial entries and adjustment on customers’ accounts if necessary Other tasks as assigned by the supervisor and the management
Yêu cầu công việc
KEY REQUIREMENTS Holds at least Diploma or Degree in any field Previous experience in a call center would be an added advantage Should have excellent interpersonal and communication skills with good command of written and spoken English Strong in customer service skills. A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous and analytical and able to multi-task. Good understanding of Citibank customers, product and services. Working knowledge of specialized products, systems and services. Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word and fax. High level of listening and comprehension skills. Able to probe for required information from customer Assertive and able to manage in situations where there may be limited information.
Quyền lợi được hưởng
- Premium Healthcare plan - Training & development program - Professional and active working environment
Người liên hệ : Bộ phận nhân sự Citibank N.a In Vietnam
Quy mô công ty : Trên 1000 nhân viên
About Citi Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services and wealth management. About Citi Vietnam Citi is the leading foreign bank in Vietnam with branches in Hanoi and Ho Chi Minh City and a nationwide partnership network that covers all of Vietnam’s 64 provinces. Citi combines its global presence and resources along with a large local footprint to offer innovative solutions to meet the evolving needs of our clients both in Vietnam and those looking to invest in Vietnam. Additional information can be found at www.citigroup.com or www.citi.com or www.citibank.com.vn With our business expansion, we are looking for outstanding and suitable candidates for the following position: