1.Overall supervision of all customer service executives ensuring accurate and timely resolution of all customer queries and complaints according to company standards and Compliance policies.
2.Ensure customer enquiries and complaints are handled proficiently maintaining highest levels of satisfaction at customer end. Manage all escalated and complicated issues in a professional and timely manner.
3.Ensuring smooth interactions with all stakeholders that are involved in customer complaint resolutions.
4.Reviewing and improving work flows, processes and service standards and turn around time for customer enquiries.
5.Recommending product and system enhancements as well as introduction of automation to senior management, allowing Citibank to meet the competitive edge.
6.Taking full ownership of ECCMS both Requests and Complaints by minimizing escalations.
7.Plan, improve and execute service strategy aiming to achieve optimum customer satisfaction survey results.
8.Maintain close coordination between other branches supporting each other in handing customer queries and in all types of customer communication.
9.Timely submission of branch score card, BOF and Audit Deliverables.
10.Ensure strict adherence to the branch mandatory controls, processes and policies.
11.Track and ensure completeness of the branch mandatory trainings for all staff.
Interested candidates please send their resumes to our HR Manager Miss Sidra at sidrachawla85gmail.com