Customer Service Manager
Citigroup Inc
Olsztyn, WM
40 d. temu


What would you do as a Customer Service Manager?

  • Ensure incoming enquiries are dealt with in an efficient and effective manner. Focus on quality, ensuring all processes are conducted to the highest standard;
  • Monitoring of team capacity / coverage to ensure teams adequately staffed to receive Client calls;
  • Identify process improvement opportunities and to ensure sufficient controls are in place;
  • Ensure that all escalations & Client complaints are actioned on a timely basis with resolutions and / or recommendations communicated to the Client;
  • Develop and maintain excellent Client contacts, supported by Client visits and calls as appropriate;
  • Ensure that regular reviews of self service options are completed;
  • Organize and control proactive communication to clients on potential work impacting issues. (System failures, market issues);
  • Effectively liaise with other teams and departments to resolve issues, share knowledge & drive process improvements;
  • Act as primary point of contact for team members and management, ensure staff morale is high at all times and that team is motivated;
  • Assist staff members with questions and provide opportunities for team members to develop , identify training gaps;
  • Participate in any Department projects as required and support manager and Department Manager in achievement of overall department goals;
  • Increase industry knowledge of the client segment to ensure the client receives the highest quality service;
  • Take full ownership of escalations and system issues. Engage in BCC calls, provide input on the calls and communicate appropriately to clients on any impact until resolution of issue.
  • Continuously notifying manager and overall department of issues, trends and resolutions;
  • Maintenance and tracking of metrics and relevant MIS team;
  • Be available to travel as required for client visits, workshops etc.;
  • Ensure full adherence to MCA controls and ensuring remediation plans are implemented for breaches.
  • Qualifications

    What do we expect from our Customer Service Manager?

  • Fluency in English (excellent communication skills both written and verbal);
  • Ability to liaise with demanding clients;
  • At least one year of managerial experience;
  • Minimum three years of banking experience;
  • Crisis management skills;
  • Strong investigative and analytical skills;
  • A strong understanding of client operations related functions and processes;
  • Strong understanding of payment and receivable products;
  • Service orientation, professionalism, proactiveness and strong client focus;
  • Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
  • Strong interpersonal and verbal / written communication skills;
  • Strong influencing and negotiation skills; ability to build and maintain effective networks and relationships;
  • Effective management of complex decision making;
  • Positive and dynamic attitude to work;
  • Driven, resilient and tenacious, able to apply the learning from set-backs or challenges to good effect;
  • Execution focused, overcomes obstacles and minimizes bureaucracy;
  • Demonstrates commitment to diversity, internal mobility and employee professional development.
  • What would you get in return?

  • Challenging job offering constant development opportunities;
  • Social benefits (e.g. private healthcare care, Benefit System, life insurance);
  • Access to broad offering of classroom and online trainings, as well as job shadowing opportunities;
  • Language courses discounts;
  • Fruit, juices and coffee;
  • A chance to work in a friendly, dynamic and multinational environment;
  • Possibility to cooperate with teams around the world, English usage on a daily basis;
  • Opportunity to influence the way you perform your tasks - our teams are constantly looking for new and better ways and encourage all improvement ideas.
  • Yes, 10 % of the Time

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