Citi CBNA-O&T-Operations Support Analyst in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17048667


NPS Officer

Position Summary

Provide support to the Customer Service Manager to ensure consistent and quality service of the Customer Service Officers to provide “best-in-class” service to customers while ensuring that all procedures and policies are adhered to stipulated directives and compliance issues.

Position Objectives

  • Responsible for conducting Net Promoter Score (NPS) customer feedback surveys over the phone

  • Ensure quality performance through monitoring customer calls, providing clear, concise, and accurate feedback to Customer Solution Officers, Team Leaders and Trainers

Complexity / Business Relationships

  • Assigned to different teams and works across different product teams in a single country setup

Position Responsibilities

Responsibility to clients

  • Conduct daily callbacks using available market test numbers and entering call specific data into access database to monitor NPS feedbacks

  • Escalate any customer’s unresolved issue or request to the relevant department for follow up / callback

Responsibility to franchise

  • Conduct phone surveys with high degree of accuracy and integrity

  • Provide timely feedback of Customer Solution Officer’s survey handling


Experience / Knowledge Needed

  • Degree with a minimum one-year customer service experience in a call center environment

  • Survey experience in a call center environment or comparable work experience is an advantage

Skills / Abilities Required

  • Excellent computer and organizational

  • Strong verbal and written communication skills

  • Team player with good interpersonal and coaching skills

  • Proficient in MS Excel / MIS report preparation

  • Work effectively well with others

  • Fast learner with strong analytical skills

  • Ability to work with limited supervision