Publication date: 17 Apr 2019

Customer Service Manager

Citi Service Center Poland

Location: Olsztyn

Language:

Category: Customer Service

Level of English: C1-C2

Ref. no.: 18075328

Position level: Manager

PROGRESS STARTS HERE

 

Citi Service Center Poland is an initiative to establish a network of service centers providing services to other entities operating within the Citigroup around the world. Citi Service Center Poland employs over 3800 highly qualified staff in three locations: Warsaw, Olsztyn and Lodz.

 

Currently we provide services to over 90 countries in Europe, Asia, Africa, both Americas and Australia. Our employees use over 27 languages every day. Working in our organization involves working on international projects, in dynamic environment.

Customer Service Manager
Work place: Olsztyn
18075328

Description

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.

To apply for the vacancy please click on the 'APPLY' button below.

 


Please be informed that we will contact selected candidates only. You are kindly requested to include the following clause in your application: “I hereby give my consent to the processing of my personal data included in my job application for the purpose of the recruitment process and after its completion for the purpose of future recruitments (pursuant to the Personal Data Protection Act as of 29 August 1997, Journal of Laws No. 133, item 883).

Citi is registered trademark of Citigroup Inc., used under license. Citigroup Inc. and its subsidiaries are also entitled to rights to certain other trademarks contained herein.
 
Citibank Europe PLC
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