Citi Trilingual Customer Service Specialist 4 in Costa Rica

  • Primary Location: Costa Rica

  • Education: High School Diploma/GED

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17047864

Description

Job description

Provides customer solutions by providing seamless delivery of service, and/or fulfillment requests by answering calls and/or emails in a contact center environment. Requires knowledge of multiple products and ability to deepen or retain relationships through service. Performs routine account-related transactions. Involves referring customers to the appropriate line of business for products not supported. May be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. May handle escalated issues by successfully navigating the organization to resolve customer requests. Routes, maintains and tracks outstanding servicing requests and provides thorough follow up. Accountable for the successful resolution of all customer requests.

Qualifications

Requirements:

·Ability to work within the operating hours and days for this position as outlined in the posted job requisition.

·Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training.

·At least an intermediate ability in computer skills

·Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications.

·Ability to work extra hours if needed, either rotating or set days as outlined in the job requisition

·A minimum of 1-3 years of experience working in customer relations

Required Skills:

·Trilingual in English, Portuguese and Spanish with 70% minimum proficiency.

·PC Skills, (Excel, Word, Power Point).

·Ability to work within the operating hours and days for this position as outlined in the posted job requisition.

·Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training

·At least an intermediate ability in computer skills

·A minimum of 1 year of experience working with customers

·At least 1 year of experience handling difficult situations with customers

·Intermediate proficiency (1-3 years of experience) in written and verbal communications

·Accuracy

·Ability to work under time pressure

·Stress-resistant

·Team work

Key Working Partners

·Human Resources

·All Citi employees, including Hiring Managers

·External background screening vendor(s)

·Regional HRSS Risk and Control