**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.

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**Job Family Group:**

Operations - Core

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**Job Family:**

Operations Support

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**Time Type:**

Full time

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**Most Relevant Skills**

Please see the requirements listed above.

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**Other Relevant Skills**

Chat Support, Communication, Customer-Support, Live Chat Support, Online Chat Support.

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_Citi is an equal prospect 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._

_View Citi's_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)_ _poster._

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

📌 Chat Customer Service Specialist (Chennai)
🏢 Citigroup
📍 Chennai