Inbound Customer Service Agent
Citi
Mumbai, India
23h ago

The Service and Sales Specialist is an entry level position responsible for responding to service inquiries through inbound telephone and mail communications in coordination with the Customer Service team.

The overall objective of this role is to provide resolution to client inquiries while identifying cross sell opportunities.

Responsibilities :

  • Provide customer service to existing clients, including first contact resolution, answering inquiries, addressing concerns, resolving complaints, and providing training assistance
  • Participate in engagement campaigns to potential and existing clients to increase growth opportunities
  • Assist office staff with client credit applications and transaction processing
  • Analyze disbursement reports and assist providers with account reconciliation
  • Assist dealers with processing transactions via Point of Sale (POS) Terminals, website, Interactive Voice Response (IVR), and VeriFone
  • Order, replace, and track provider enrollment kits and marketing information
  • Process test transactions for initial setup and applications for prospective providers as well as retrieve, update, and store provider data in all appropriate systems
  • Retrieve, update, and store provider data in all appropriate systems
  • Place outbound welcome, marketing, and sales calls to new, potential, and existing providers, as well as schedule training sessions
  • Update information for change of address and bank info changes and perform department assistance functions as assigned by management
  • Assist in reviewing all setups and Merchant Non-Monetary transactions, create new merchant setups in Sales Assist, VeriFone, and Web, and provide merchant specialty reporting
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  • Qualifications :

  • 2-4 years of relevant experience
  • Experience within customer service, call center, or retail preferred
  • Experience with relationship building with internal and external customers
  • Retrieve, update, and store provider data in all appropriate systems
  • Education :

  • High School diploma or equivalent
  • Grade : Time Type : Full time

    Time Type : Full time

    Citi is an equal opportunity and affirmative action employer.

    Minority / Female / Veteran / Individuals with Disabilities / Sexual Orientation / Gender Identity.

    Citigroup Inc. and its subsidiaries ("Citi ) invite all qualified interested applicants to apply for career opportunities.

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    To view the "EEO is the Law" poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.

    To view the EEO Policy Statement CLICK HERE.

    To view the Pay Transparency Posting CLICK HERE.

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