處理信用卡問題上收到升級的投訴 To handle escalated complaints received on credit card issues

通過及時有效地提供適當?shù)恼壑蟹桨?解決方案來改善客戶的服務(wù)體驗 To recover customers’ service experience by providing appropriate alternatives/solutions in a timely & effective manner

通過對所處理問題進行根源分析，并向流程負責人推薦流程改進，從而消除反復出現(xiàn)的服務(wù)問題 Eliminate recurring service issues by doing root cause analysis on problems handled and to recommend process improvements to the process owners


要求：
對花旗銀行卡產(chǎn)品和流程有深入的了解 Excellent knowledge on Citibank's cards products and processes

具備良好的分析能力，能夠深入了解問題 Possess good analytical skills and able to see through a problem

堅持追求卓越的客戶服務(wù)，并具有較高的客戶服務(wù)標準 Strong advocate in customer service excellence and has high personal standards of customer service

獨立而成熟，能夠在緊急情況下優(yōu)先考慮需求 Independent and mature character who is proficient in prioritizing needs based on urgency

耐受壓力 Resistant to stress

積極的態(tài)度并能創(chuàng)新解決問題 Positive attitude and creative in problem solving

自我激勵，誠實正直，有積極性和熱情 Self-motivated with high degree of integrity, drive and enthusiasm

良好的人際關(guān)系能力，能夠與各級人員溝通 Strong interpersonal skills and able to deal with people at all levels

流利的粵語和英語 Fluency in Cantonese and English

花旗金融信息服務(wù)（中國）有限公司廣州分公司是花旗金融信息服務(wù)（中國）有限公司在廣州設(shè)立的分支機構(gòu)，成立于2012年5月25日。其主要經(jīng)營以承接服務(wù)外包方式提供數(shù)據(jù)處理、后臺業(yè)務(wù)操作、技術(shù)支持、客戶服務(wù)及相關(guān)支援服務(wù)。主要經(jīng)營收入以向海外花旗銀行提供的數(shù)據(jù)處理、后臺業(yè)務(wù)操作、技術(shù)支持、客戶服務(wù)及相關(guān)離岸服務(wù)外包收入為主，以美元外匯結(jié)算。