Job Information
Citigroup Customer Service Team Coordinator - C12 - ESTADO DE MEXICO in Metepec, Mexico
The Customer Service Team Coordinator is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.
Responsibilities:
Support Customer Service unit, typically consisting of multiple teams performing related tasks (e.g., customer service, training, business planning and analysis) to ensure service meets or exceeds client expectations
Recommend new work procedures and contribute to the development of process enhancements, customer service techniques, models and plans, as needed
Resolve variable issues that are occasionally complex with substantial impact to the business and apply in-depth knowledge of policies and disciplinary knowledge of concepts and procedures within own area
Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
Inform clients of ongoing market initiatives
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, 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:
5-8 years of previous experience required
In-depth disciplinary knowledge
Consistently demonstrate clear and concise written and verbal communication
Proven diplomatic and analytical skills
Education:
- Bachelor's degree/University degree or equivalent experience
Objetivo
Incrementar y mantener el volumen de ventas de los productos en Contact Center.
Incluir nuevos productos para la venta en Contact Center.
Liderar al equipo de ventas.
Funciones
Planeación de Incorporación de nuevos productos, llevando la relación con los negocios solicitantes.
Supervisar el plan de acción para incorporar nuevos productos, así como el crecimiento de volumen de todos los productos de acuerdo al plan objetivo.
Liderar la estrategia de ventas
Liderar al equipo de ventas
Evaluar el desempeño del equipo y dar seguimiento a planes de acción
Llevar acabo reuniones de seguimiento de plan con las Operaciones
Mantener al equipo capacitado y actualizado con temas de ventas
Análisis de reportería para recalibración de planes de acción
Reuniones con Negocio para presentar resultados y estrategia
Habilidades
Análisis
Coordinación de equipos
Proactivo
Empatía
Comunicación efectiva
Enfoque al cliente
Orden / Limpieza
Aprendizaje rápido
Liderazgo de equipos
Negociación
Resolución de problemas
Conocimiento del mercado
Enfoque a resultados
Experiencia en Ventas / Producto
Alto nivel de Excel
Análisis de datos
Conocimientos técnicos en manejo de ventas
Conocimiento de herramientas de CRM
Conocimiento de técnicas de prospección - cierre de ventas
Experiencia en marketing / branding
Job Family Group:
Customer Service
Job Family:
Institutional Customer Service
Time Type:
Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Citigroup
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