Job Description
Brief Description of the Organization
Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com.
Description
As
part of one of the world's largest financial services companies with a
presence in more than 100 countries, Citi Australia has provided
financial services to Australian consumers, corporates, institutions and
governments for more than 30 years. Recognised for its innovative range
of global products and services, Citi today counts more than one
million Australians and one thousand local corporate and institutional
clients as valued customers.
We
are currently recruiting for experienced Customer Solutions Officers to
handle inbound calls from Citi customers. As a Customer Solutions
Officer your role will be to make an outstanding impression on our
customers by providing them with friendly, personal and efficient
service. Solutions based selling and making our customers aware of the
Citi products available is an integral part of the position and key to
your success. You will be provided with ongoing training and development
to ensure you are providing the highest level of customer service to
our customers.
This
is an excellent opportunity to enter our business and provide you with
the knowledge to begin your career in Financial Services. The Customer
Solutions Officers work rotating rosters covering the call centres
opening hours - 7 days per week, 24 hours per day. It is essential that you can commence employment on 9th December 2013 and be available to work over the Christmas Period.
You will be required to:
-
Handle inbound calls from customers and providing them with outstanding service in relation to general information on Citi products and services to achieve a high standard of first call resolution (FCR)
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Interact with customers by phone to develop customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitate the customer request.
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Meet individual performance targets and expectations including productivity, quality and value targets
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Organise, action and follow up own daily work and delegated tasks and taking ownership for resolving issues
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Using your initiative to identify and resolve inadequacies in operations and services
Qualifications
The ideal candidate will have:
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Previous experience working in a customer service environment ideally call centre based with a focus on sales and service. Experience from within in retail or hospitality is also highly regarded
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A high degree of drive, motivation and enthusiasm to learn and be focused on providing a superior level of customer service to both internal and external clients.
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Demonstrated ability to work effectively in both a team and individual environments and the ability to work effectively when not supervised
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A proven track record in sales and demonstrated past performance working towards KPI’s including NPS and FCR
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The ability to work in a busy, commercial, competitive and target driven environment
What we offer
You will work with a high
performing team of people who are fully engaged and passionate about
servicing customer’s needs. Benefits include generous staff home loan
discounts, free income protection and life insurance plan, access to a
discounts on banking products, free onsite gym and pool, and a range of
consumer goods.
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