Citi Group Officer C10 - HR Delivery Inquiry Management Generalist Hybrid 

Philippines, Taguig 

246990169

In this role, you are expected to:

• Take ownership of general customer enquiries and provide solution to problems in an accurate and timely manner, e.g. assist customers with troubleshooting, navigational issues across multiple systems—Workday, ServiceNow, Learning Management System, HR Help Center
• Ensure timely and accurate service delivery in accordance with stipulated Service Level Agreements (SLAs)
• Serve as the primary point of contact for resolution of issues within designated area; escalate issues to appropriate parties whenever necessary to resolve issues quickly and efficiently
• Establish customer needs through ServiceNow cases or chats.
• Understand customer needs and adjust to customer’s changing priorities
• Ensure availability and accessibility of contact to prevent service lapse in urgent cases
• Adopt a customer-centric approach when handling customer complaints and take accountability for resolving customer complaints; see issues through the eyes of the customers
• Handle complaints tactfully by showing empathy and care
• Provide information and educate customers on HR policies, systems and processes
• Meet and exceed customer expectations by offering exceptional service; demonstrate flexibility whilst consistently complying with company policies and procedures
• Collect feedback from customers through various channels and ensure customer satisfaction
• Engage in discussions, trainings, workshops related to re-engineering and projects
• Attends, leads & actively participates in Daily Team Huddle, Team Meetings, etc.
• 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.

As a successful candidate, you’d ideally have the following skills and exposure:

• 2-5 years of relevant experience
• Demonstrates multi-tasking ability, with a consistent record of on-time delivery
• Effective time management, administrative documentation and organizational skills
• Customer Service-oriented
• Must be hardworking, a team player and must support the concept of “fun” in the workplace.
• Must possess good written business communication skills
• Must be a self-starter and able to work independently in a fast-paced global environment
• Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion
• Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity

Qualifications:

• Educated to degree standard

Time Type:

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