南京招聘

职位描述：

· 与分支行协作对严重客户投诉展开全面调查(包括投诉原因、销售流程、文件录音及录像等);

· 与客户服务部协作，负责严重投诉的相关调查报告（包括内部报告、监管机构报告、媒体报告等）;

· 协助分支行现场处理投诉，及时有效地解决客户问题，提升客户满意度；

· 协助分支行关于严重投诉案件的升级报备工作。

· 监督分支行的投诉处理工作，巡查网点确保客户至上的网点服务质量。

· 与相关部门协作负责分支行人员有关投诉处理、消费者保护、服务质量等专题培训。

在区域分支行负责人的管理监督下，与所在分支行协作，参与处理所管辖区域的严重投诉(三级 投诉以及潜在三级投诉)，通过电话或面对面形式直接与客户沟通;

- To co-work with branch to conduct thorough investigation on serious complaints(including complaint root cause, sales practice/process, documents/nicelog/CCTV, etc) ;

- 与分支行协作对严重客户投诉展开全面调查(包括投诉原因、销售流程、文件录音及录像等);

- To co-work with Customer Care Unit to prepare case investigation report after fully investigation, including internal/regulator/media report;

- 与客户服务部协作，负责严重投诉的相关调查报告（包括内部报告、监管机构报告、媒体报告等）;

- To provide strong on-site support to Branch Management and working together in complaint handling, settlement and resolution in timely manner, to improve customer experience;

- 协助分支行现场处理投诉，及时有效地解决客户问题，提升客户满意度；

- To bridge the communication gap between branches and CCU to smoothen the complaint escalation process;

- 协助分支行关于严重投诉案件的升级报备工作。

- To monitor branch complaint management within the region for all indicators, i.e. complaint handling timeliness, compliant registry, inappropriate sales behaviors, etc. and to perform random on-site inspection on branches to ensure up-to-mark service performance.

- 监督分支行的投诉处理工作，巡查网点确保客户至上的网点服务质量。

- To liaise with related dept./units to deliver various and progressive training for the branch staff in area of complaint management, consumer protection, service quality, etc.

- 与相关部门协作负责分支行人员有关投诉处理、消费者保护、服务质量等专题培训。

- 具备本科以上学历

- At least 7-8 years of working experience in area of customer service & customer complaint management

- 具有7年～8年以上年客户服务与客户投诉相关的工作经验

- Preference will be given to candidates with relevant banking experience, especially for retail banking or credit card complaint handling experience

- 具有银行工作经验，特别是个人零售业务或信用卡业务投诉处理经验者优先考虑

- Excellent communication and negotiation skills

- 具备良好沟通能力与谈判技巧

- Good people management and problem solving skills

- 良好的人际管理能力和解决问题能力

- Able to work with different cross function units

- 能够与不同职能部门协作

- Tenacious, patient and with a keen eye for details

- 具有良好的分析能力、注意细节、富有耐心

- Able to work independently with minimal supervision

- 能够独立工作，极富责任心。

· Tenacious, patient and with a keen eye for details

· Able to work independently with minimal supervision

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About Citi China
Citi first established an office in China in May 1902, in Shanghai. On 2nd April, 2007, Citibank (China) Co., Ltd. was officially launched as one of the first foreign banks locally incorporated in China. On 23rd April, 2007, Citibank (China) Co., Ltd. became one of the first foreign banks to offer RMB services to Chinese residents.
Citi currently has branches and sub-branches in Beijing, Shanghai, Guangzhou, Shenzhen, Tianjin, Chengdu, Chongqing, Hangzhou, Nanjing, Guiyang, Wuxi, Changsha and Dalian, operating and offering corporate banking business as well as consumer banking business.
关于花旗中国

花旗在中国的历史可追溯至一九零二年五月。2007年4月2日，作为首批成功转制本地法人银行的外资银行，花旗银行（中国）有限公司正式成立。2007年4月23日，花旗银行（中国）有限公司成为首批正式对中国境内公民开展人民币业务的外资银行之一。

目前，花旗银行（中国）分别在北京、上海、广州、深圳、天津、成都、重庆、杭州、南京、贵阳、无锡、长沙和大连设有分支行,开展企业银行业务和零售银行业务。

Our business is expanding rapidly and we are looking for highly qualified, ambitious individuals wishing to progress to the highest levels of their personal career development in Citibank.
We provide challenging and rewarding career opportunities with the vacancy:

The successful candidate will be provided with superior career development opportunities and a competitive remuneration package. If you are interested in being considered for the position please send your CV ( in English & Chinese) to us.
严正声明:
花旗银行（中国）有限公司（包括其任何分支机构，以下简称“花旗银行”）在招聘过程中不会向任何应聘者收取报名费、中介费或手续费等任何费用，亦从未授权任何代理机构或个人代表花旗银行收取该等费用；
应聘者如遇到冒用花旗银行发布的招聘信息，或对招聘信息有任何疑问，请通过查询花旗银行英文招聘网站**********************/careersection/2/jobsearch.ftl?lang=en或中文招聘网站**********************/careersection/2/jobsearch.ftl?lang=zh-CN 进行核对确认；花旗银行在此提醒各求职者在查阅招聘信息时注意辨别真伪，谨防上当受骗；对于非花旗银行发布招聘信息所导致的任何后果，花旗银行将不予承担任何责任；
对于未经花旗银行正式授权而以花旗银行的名义发布虚假招聘信息的任何机构及个人，花旗银行将保留追究其法律责任的权利。