Citi CBPS US Cards - CRT Officer in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Associate's Degree/College Diploma

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17058069

Description

  • Provide assistance to customer service agents through an assist gate with associates familiar with their culture and language

  • Take escalation calls from Maingate/NTC

  • Exceptional ability to find solutions for problems and inquiries presented to them

  • In depth knowledge of products, services and processes plus a mastery of the tools and platforms

  • Tracks all calls received with SOEID and contact reason

  • Analyze data gathered in comparison with actual NPS and AHT

  • Provides dynamic feedback to the UM, team and CSO that’s related to call resolution and over all client experience

  • Reports to the Helpgate Manager

Qualifications

Qualifications:

  • Minimum of 1 year of continuous service in current role

  • Employees who transfer to another program/unit in the same role are required 2 years of continuous service in the role and at least 1 year of service in the new program/unit to be eligible

  • Performance rating of 3-Consistently Strong for the previous Year-End review

  • Has not been subjected to any disciplinary action where the sanction is Final Warning in the last 12 months

  • Passing absenteeism 2017 YTD (6.0% or better)

  • Strong product knowledge on NAM Cards and New to Citi

  • Strong communication skills (verbal and written) at all levels of the organization

  • Resilient - able to handle difficult customers if required and remains positive and focused

  • Speaks/interacts in a pleasant tone, pitch and pace

  • High-level of English proficiency, both verbal and written (can write in a clear and concise manner)

  • High-level of listening and comprehension skills and utilizes appropriate questioning techniques

  • Applicants who applied for this position in the last 12 months can still re apply