Service Experience Manager

Citigroup

Singapore, Singapore, Singapore
**
7-10 years customer service experience
3-5 years leadership or managerial role
Customer journey mapping expertise
** Citi is seeking a Service Experience Manager for its Singapore location, focusing on enhancing customer service within the CitiPhone contact center. The role demands a blend of leadership, customer service management, and analytical skills to improve customer satisfaction and operational efficiency in a hybrid work environment. **

Job Summary

  • The Service Experience Manager will lead initiatives to map, analyze, and optimize customer journeys across all CitiPhone touchpoints.
  • Candidates must possess a deep understanding of customer service operations, call center technologies, and customer experience best practices.
  • Citi offers extensive on-the-job training, health advocates, confidential counseling, and expanded Paid Parental Leave policies to support employee well-being.

Matching Summary

Match Score: 75

** Citi is seeking a Service Experience Manager for its Singapore location, focusing on enhancing customer service within the CitiPhone contact center. The role demands a blend of leadership, customer service management, and analytical skills to improve customer satisfaction and operational efficiency in a hybrid work environment. **

Skills & Requirements

Must-have

  • 7-10 years customer service experience
  • 3-5 years leadership or managerial role
  • Customer journey mapping expertise
  • Contact center technology knowledge
  • Mandarin language fluency

Nice-to-have

  • AI-powered assistant implementation
  • Omnichannel support solutions
  • Wealth management client support
  • Cross-functional team collaboration
  • Data analytics proficiency

Key Requirements

  • Bachelor's degree or equivalent experience
  • Minimum 7-10 years in customer service or CX management
  • At least 3-5 years in a leadership role
  • Fluency in Mandarin (written and spoken)

Work Rights

Not specified

Tailored Resume

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