Job Descriptions

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

Job Requirements

  • 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.

Other Information

  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time

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