Senior Client Service Manager

Citibank - More jobs by this advertiser
Senior Client Service Manager-18073219
  • Accept end-to-end ownership of client inquiries and investigations, escalating where appropriate, providing updates and feedback to clients, and acting as dedicated point of service escalation for the assigned portfolio
  • Collaborate with internal / external Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry leading service provider.
  • Act as an advocate and champion for process improvements within Citi and in partnership with the client
  • Leverage relationships to defend revenue, cross sell and other product initiatives
  • Ensure that key stakeholders are kept abreast of significant customer issues
  • Respond to day-to-day issues that are raised by customer at a local level to deliver a high level of customer satisfaction
  • Oversee the roadmap to a successful local relationship with a client by understanding the client’s service needs and gaps in delivery
  • Maintain knowledge of clients' primary products, system interfaces, common system breakages, and prescribed resolution process
  • Partner with Client Experience Manager to deliver process consistency, assist in root-cause analysis, identify trends and provide recommendations for client efficiency improvements
  • Act as client advocate in driving resolution for local country service issues
  • Drive consistent service against defined KPIs and contribute to achieving high client satisfaction scores

  • Degree
  • 5 years or more experience in Call Centre / Customer Service and Cash, Trade and / or Electronic Banking knowledge
  • Strong customer advocacy with a passion to delivering excellent customer service
  • Excellent interpersonal, communication skills
  • Ability to interact with people at all levels
  • Possess initiative, drive and pride in getting the job done the first time

7 April 2019
Location: Singapore Singapore
Work type:
Full time
Banking and Financial Services
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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