Citiservice Representative

🗏Job Type

Full Time

POSITION OBJECTIVE

State briefly the principle purpose of the job, i.e. the reason for the existence of the job within the bank.
The Citi Service Officer’s principle responsibility is to provide after-sales customer support to Citibank N.A. South Africa’s customers through various mediums of communication, primarily the telephone and e-mail. The strategic objective is to continually realign operational or delivery capabilities with customer expectations.


EXPECTED CONTRIBUTION / RESPONSIBILITIES

State the end results the job is responsible for achieving, i.e. the end-outputs against which the incumbent’s success in the job could be measured.

Welcoming all new customers in the assigned sector within 24 hours of the customer hand over process having taken place by the Implementations Manager
Receiving and responding to telephonic and written customer queries on balances, transaction detail, receipt of funds, payments processed, first level Electronic Banking enquiries and all other general queries.
Investigating queries that cannot be resolved immediately by interacting with various operations areas and providing the customer with the solution.
Logging all customer interactions (telephonic, fax and e-mail) in STaRS with accurate classification of the enquiry and detailed notes on the activities required to close the call.

Maintaining the standard enquiry/investigation resolution time within the defined service standards.
Noting customer feedback (positive / negative) on STaRS and passing the feedback on to the CitiService Manager and Customer Services Head.
Root cause analysis on customers with high levels of enquiries in order to determine whether systems / processes / products should be modified to eliminate errors and processing difficulties. The
results of such analyses should be provided to the CitiService Head.
Following up on any issues remaining from previous business days.
Providing daily support for all products to customers.
Notifying customers of any errors discovered, the corrective actions taken and the expected time of resolution.
Calling on customers to address after service related issues and identifying cross-sell opportunities.
Conducting customer surveys in terms of the structure set out by the CitiService Head.
Identifying customer training needs early and then mobilizing bank resources for execution of such training.
Proactive customer contact to provide information, communicate changes and procedures.

POSITION DIMENSIONS:

State significant quantitative measures that assist in determining the size and scope of the area of responsibility. These could be a number of customer accounts, employees served; funds controlled, average daily / weekly tasks, etc. Where actual values are not available, estimates should be made.

Managing and servicing a customer base as per Service Level Standards per client tier.
Achieve 75% Customer satisfaction index.
Close 95% of calls logged within the set standard turnaround time.
All calls received to be logged into STaRS (minimum of 75%).
All emails to be logged into STaRS(100% achievement)
Dropped or abandoned call rate

Job id : , #74249, 18 views,

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