Citi Citiphone Officer in Vietnam
Primary Location: Vietnam
Education: Bachelor's Degree
Job Function: Operations
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17064184
The Citiphone Officer 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
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.