Ops Support Specialist - Chat Ops

About Citi Bank

Citigroup safeguards the wealth, provides loans, makes invoices, and assesses the resources in place of its consumers. It helps in making connections among individuals around the globe. Citi supports ninety percent of Fortune 500 Companies in their routine tasks of recruitment, progress, and accomplishments.

Your role

• Utilizes Messaging 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
• Maintains detailed knowledge of product and service offerings to customers
• Analyzes risk areas and identifies solutions to meet customer's needs
• Ensure Information Security for sensitive data
• Helps to teach customers how to self-service through  the internet website
• Balances NPS & RST to ensure positive customer experience while managing/minimizing operating losses
• Ensures productive output as required in unit plan
• Undertakes other assignments/projects as given by the Team Lead/Manager
• Demonstrates ideal service attitude for all customers, liaises with different departments and  also performs account level system maintenances while resolving customers queries
• Applies professional attitude and image for all internal and external customers
• Liaising with various departments, and also doing account-level system maintenance while resolving customers' queries/complaints

Training & development

Working at Citi is far more than just a job. A career with them means joining a family of more than 220,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community, and make a real impact.

At Citi, you will work alongside some of the smartest minds in the industry who are excited to share their knowledge and to learn from you. From analysts to executives, people operate as one team where each voice is heard and each perspective is appreciated.

You will have an opportunity to work with colleagues from unique backgrounds and experiences on projects and solutions that are equally diverse. They believe that diversity makes them stronger, and they actively work to ensure that their team is inclusive and representative of the amazing people they serve.

Benefits

Some of the core benefits offered by Citibank to all its employees include;

• Medical, dental, and vision coverage
• Retirement plans
• Life, accident, income protection, and disability insurance.
• Wellness programs
• Non-core benefits and allowances vary by region and country and may include meal and housing stipends, education assistance, childcare resources, and transportation programs. (Source: Ambition Box).

To know more details about benefits click here

Career progression

Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. They have a variety of programs that help employees balance their work and life, including generous paid time off packages.

Citi encourages the freshers to join and polish their abilities. They provide training during the job through experienced individuals working at the global bank. They focus on providing opportunities in different regions to bring diversity.

Work-life balance

It has a good work environment and flexible working hours. Citi is very flexible about the time and place of work for employees. They provide work-from-home options depending on the needs of the role.

Culture & vibe

Citi is committed to a diverse and inclusive workforce that represents the places where they operate and the clients they serve. Citi believes in a workplace where everyone feels comfortable coming to work as their whole self every day. Their culture of belonging and inclusivity makes Citi a place where everyone can thrive and advance their careers.

Citi values the unique backgrounds, identities, and experiences its employees bring to work every day. Citi is truly committed to fostering a culture of inclusion where they champion success, regardless of race, ethnicity, or any other factor of diversity.

About You

To apply for this role, you must have the following eligibility criteria as stated below:

Preferences:

• Excellent PC and keyboarding skills (30 WPM – typing speed: 90% accuracy)
• Good verbal and written communication skills with proficiency in grammar spelling & punctuation  
• Good analytical skills
• 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 the procedure-driven judgment to find the best solution to an issue
• Must be goal oriented
• Highly motivated, Self-driven & result oriented

Qualifications:

• 0-3 years of relevant experience (Freshers Welcome)
• Sound Communication skills with a service attitude   
• Strong problem-solving skills. A keen eye for detail
• Attitude to Learning, Self-discipline & willingness to take initiative
• Willingness to work night/ rotational shifts

How to apply

To apply for this role, just click on the "Apply on employer site" button, which navigates to the career section where the application can be submitted easily.