The Client Service Officer’s principal responsibility is to provide after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail. The strategic objective is to continually realign operational or delivery capabilities with customer expectations. This involves the actual delivery of the product and after-sales maintenance, which constitutes service quality that ensures continued patronage from the client.
Client Service Officers are required to:
- Have direct day to day interaction with customers
- Work with internal partners to obtain answers/solutions to client inquiries
- Acts as the advocate and impetus for process improvements within Citi.
- Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi as an excellent service provider
- Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities
- Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services
Responsibilities:
- Serve as a point of contact for clients, interacting with key teams to identify and resolve client issues
- Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
- Conduct necessary analysis to address client needs
- Communicate resolutions to clients
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, 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:
- 1-3 years relevant experience
- Consistently demonstrate clear and concise written and verbal communication in English and Arabic
- Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
- Demonstrated ability to present concepts and influence / lead change
- Proven investigative, analytical and risk management skills with ability to understand and interpret statistics and metrics
- Self-motivated with high competency to follow through when facing obstacles
- Demonstrated initiative and creativity in problem solving
- Ability to organize own work and manage time
- Ability to work independently within a team environment
- Excellent technical skills (Excel, Word)
- Flexible and adaptable approach to a constantly changing work environment.
Education:
- Bachelor's degree /University degree (Minimum Second Upper Classification or Equivalent)
- Competency in Arabic (Written and Spoken)
What we can offer you:
By joining Citi in Nairobi , you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well.
Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.
Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities. Please include your CV in English only.
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Job Family Group:
Customer Service
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Job Family:
Institutional Customer Service
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
