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Mô Tả Công Việc
Reports to the Team Leader / Supervisor
Attend to inbound and outbound telephone calls/contacts/correspondence 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 to improve quality of information available.
To provide optimum service to all customers by answering inquiries and resolving complaints effectively with the 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
Yêu Cầu Công Việc
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 Vietnamese and 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