Citi Citiphone Officer in Vietnam

  • Primary Location: Vietnam

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • 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.