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. The role requires direct day-to-day interaction with customers and acting as an advocate for process improvements within Citi.
Key Responsibilities
Client Interaction: Serve as a primary point of contact for clients, managing a portfolio of relationships and ensuring satisfaction with Citi products.
Problem Resolution: Work with internal partners to obtain solutions to client inquiries and communicate resolutions efficiently and timely.
Process Improvement: Act as an advocate for process improvements and identify opportunities to differentiate Citi as an excellent service provider.
Feedback & Analysis: Participate in customer feedback sessions and root cause analysis of issues.
Risk Management: Appropriately assess risk when business decisions are made, safeguarding the firm's reputation and assets while ensuring compliance with applicable laws and regulations.
Client Training: Ensure clients are properly trained on Citi products and services.
Requirements & Qualifications
Experience: 1-3 years of relevant experience in customer service or financial services.
Education: Bachelor's degree / University degree with a minimum of Second Class Upper Division or its equivalent.
Language Skills: Proficiency in both English and Arabic (written and spoken) is mandatory.
Technical Skills: Excellent technical proficiency in Microsoft Excel and Word.
Soft Skills:
Ability to organize work and manage time effectively.
Strong investigative, analytical, and risk management skills.
Demonstrated initiative and creativity in problem-solving.
Ability to work independently within a team environment.
Flexible and adaptable approach to a changing work environment.
Interested and qualified candidates should apply online by visiting the Citi careers portal via this link: https://www.myjobmag.co.ke/apply-now/1173626. Ensure you meet the minimum educational requirement (Second Upper Division) and language proficiency (Arabic) before applying.
