广州招聘

Responsibilities:

· Assist the supervisor to monitor the daily production of the team

· Investigate and resolve complicated customer problems or serious complaints referred by sub-ordinates

· Timely handling and approval of customer transactions and requests.

· Conduct morning briefing and team meeting

· Attend incoming calls on need basis.

· Monitor the productivity, performance and the discipline of the staff members

· Coach, develop and motivate CitiPhone Officers to be proficient in providing superior customer service

· Collect and direct critical customer feedback to department manager for product / service / program improvement.

· Collect and act on staff feedback.

· Manage daily staff administration (e.g. OT arrangement, attendance tracking, etc.)

· Ensure the safety and security of both customers' and the bank's asset by applying and complying with established policies and procedures, and all regulatory requirements

· Identify operation or service discrepancy and come up with recommendation


Requirements:

· College graduate with at least 2 years relevant experiences in Call Center

· Fluent in spoken English/Cantonese/Putonghua

· Strong interpersonal and communication skills. Previous experience in customer services sector is a plus

· Strong leadership skills and able to motivate staff to deliver superior customer services

· Good problem and complaint handling skills

· Independent, hardworking, self-motivated and good team player

· Willing to work overtime/shift duty including holidays

花旗软件技术服务（中国）有限公司广州分公司
花旗是全球领先的金融服务公司，在全球140多个国家拥有两亿客户账户。通过花旗公司和花旗控股，花旗集团为个人、公司和机构客户提供广泛的金融产品和服务，包括个人银行及信贷、公司银行与投资银行、证券经纪和财富管理。更多信息请参见花旗官方网站http://www.citi.com。