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 Meet or exceed performance targets including response time customer satisfaction scores GOS AHT Online rate Availability Quality regulations and chat volume goals Should have worked in high pressure environment dealing with irate customers should be able to deescalate handle the situation provide resolution to the customer with best CX scores Should possess basic banking knowledge on credit cards retail bank Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers Collaborate with team members and other departments to ensure consistent and effective customer support Should have worked on Customer service teams with complete hands on handling real time customers in international process Should possess excellent written communication skills with service attitude Should be able to multitask - handling more than 4-5 customers all through the day Should have exposure to CX metrics - Customer Service metrics like FCR Rep-SAT NPS CSAT etc Balances NPS RSAT to ensure positive customer experience while managing minimizing operating losses Analyzes risk areas and identifies solutions to meet customer s needs Ensure Information Security for sensitive data 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 Should possess good analytical problem-solving skills Night shifts graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night grave yard shift - No day shifts at all Qualifications 3-5 years of customer service experience handling real time customers in international process US UK Sound Communication skills with service attitude 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 Attitude to Learning Self-discipline willingness to take initiative Work in graveyard shift rotational offs shifts Preferences Positive 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 procedure driven judgment to find the best solution to an issue Must be goal oriented highly motivated Self-driven result oriented Shift of operations Night shifts graveyard shifts with a 5-day work week with weekdays offs Mandatory rotation once in 4months 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 For complementary skills please see above and or contact the recruiter 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 View Citi s and the poster

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