Location: India
The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
**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.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
## **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**
Chat Support, Communication, Customer Support, Live Chat Support, Online Chat Support.
*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* *[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.*
Job data: Headcount Labs (headcountlabs.com), ODbL 1.0. The job description belongs to the employer. Location data © OpenStreetMap contributors and Overture Maps.
