Commercial Cards PA Services Coordinator (C11)
Citi
Bogotá, Colombia
hace 1 día
  • Provides daily direction and communication to PA service team so that customer service calls and emails are answered in a timely, efficient and knowledgeable manner.
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provides statistical and performance feedback and coaching on a regular basis to each PA service specialist member.
  • Writes and administers performance reviews for skill improvement.
  • Is available for employees who experience work and / or personal problems providing appropriate coaching, counseling, direction and resolution.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Responds to and resolves employee relations issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Addresses disciplinary and / or performance problems according to company policy.
  • Prepares warnings and communicates effectively with employees on warnings and makes effective / appropriate decisions relative to corrective action as required.
  • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward / recognition programs.
  • Works as a member / leader of special or ongoing projects that are important to area / process improvement.
  • Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.
  • Knowledge / Experience :

  • Excellent Business to Business Customer Service skills
  • Experience of Managing and developing client relationships
  • Knowledge of credit and debit card markets, products and processes
  • Operations / Customer Service experience
  • Skills :

  • Excellent Presentation & Communication Skills
  • Highly fluent in Spanish and understanding of English
  • Highly articulate, with influential verbal skills and precise written skills
  • Strong people skills
  • Strong MS Office and system skills
  • Analytical & methodical approach
  • Effectively prioritize time & work to tight deadlines, strong multi-tasking abilities
  • Qualifications :

  • Bachelor’s degree / university or equivalent experience
  • Candidates must be strongly customer-oriented
  • Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skills, keen attention to detail and excellent time management skills.
  • Competencies

  • Ability to work in a pressured environment and multi-task is essential.
  • Must be proactive and prepared to investigate issues on own initiative with the minimum of information.
  • Excellent communication skills & ability to communicate at all levels.
  • Self-motivated and demonstrate high level of initiative.
  • Display a high level of attention to detail
  • Team player
  • Self-motivated, highly energetic, analytical problem solvers
  • Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - CO

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