Job Title

CitiPhone Inbound Officer (Banking / Cards)

Department

CitiPhone

Location

Gurgaon / Chennai / Mumbai

Grade

CA

Job Purpose

Handle Inbound calls for Credit cards and rendering accurate

customer service to Citibank Customers
Rendering services to Citibank customers and ensuring
satisfactory resolution to all the queries of the customers are
provided
Ensure Customer service excellence by
-

Primary Responsibility

Displaying complete onus to the customers

Query/problems
Delivering service with requisite Courtesy and Accuracy
Nil Defects (100% adherence to product & process)
Ensuring Nil Customer complaints
Ensuring excellent SLS scores
Escalating / Highlighting customer Problem Incidences

Adherence to Service and Sales Compliance

Cross Selling / upselling on set products (Assets &
liabilities products)
Ensuring Process Efficiency by achieving set targets of
Call Quality
Skills Required

Minimum Eligibility

Excellent Written & Oral Communication

Passions towards Service
Enthusiastic and Self Motivated
Ability to work in a dynamic environment
Good Comprehension Skills
Team player with a positive attitude

Graduate from a recognized University

Minimum of 6months experience in Customer Service
Industry
Knowledge about banking Industry will be an added
advantage

About CitiPhone
With CitiPhone, every telephone is like a Citibank Branch, enabling our customers to do business
with us at their convenience. CitiPhone Banking is a landmark in Customer Services industry. It

is a service provided to take care of your banking / cards and consumer finance needs through
telephone. It is available 24 hrs, 7 days a week and 365 days a year.

Role Outline/Job Summary

Handle Inbound calls for Credit Cards/Banking and render accurate customer service to Citibank
Customers

Description
POSITION
TITLE:
BUSINESS
GROUP:
DEPARTMENT:

CitiPhone Inbound
Officer
(Banking / Cards)
CitiPhone

Grade/Level:

CitiPhone

LOCATION:

C04/C05

FUNCTION/GROUP:

O&T
Gurgaon/Chennai/Mumbai

A.& RESPONSIBILITIES
Business/
Department
Objectives:
Core
Responsibilities:

Rendering services to Citibank customers and ensuring satisfactory

resolution to all the queries of the customers are provided
Ensure Customer service excellence by
-

Day-to-Day
Responsibilities:

Displaying complete onus to the customers Query/problems

Delivering service with requisite Courtesy and Accuracy
Nil Defects (100% adherence to product & process)
Ensuring Nil Customer complaints
Ensuring excellent SLS scores
Escalating / Highlighting customer Problem Incidences

Adherence to Service and Sales Compliance

Cross Selling / up selling on set products (Assets &
liabilities products)
Ensuring Process Efficiency by achieving set targets of Call Quality
Ensure Customer service excellence by
-

Displaying complete onus to the customers Query/problems

Delivering service with requisite Courtesy and Accuracy
Nil Defects (100% adherence to product & process)
Ensuring Nil Customer complaints
Ensuring excellent SLS scores
Escalating / Highlighting customer Problem Incidences

Adherence to Service and Sales Compliance

Cross Selling / up selling on set products (Assets &
liabilities products)
Ensuring Process Efficiency by achieving set targets of Call Quality
Financial/
Budgetary:
Individual
Contributor
(IC)/Managerial
Key Deliverables:

NIL

Individual Contributor
1.Customer Satisfaction
2.Query Resolution

3.Cross Selling of Set Products

Key Deliverables:

1.Customer Satisfaction
2.Query Resolution
3.Cross Selling of Set Products