Not specified; not specified; comprehensive benefi...
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7-10 years customer service experience
3-5 years leadership role
Mandarin language proficiency
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Citi is seeking a Service Experience Manager for its Changi, Singapore location, focused on enhancing customer service quality within the CitiPhone contact center. The ideal candidate will possess substantial experience in customer service operations, particularly in leadership roles, and will be adept at analyzing customer journeys to improve satisfaction and loyalty.
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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.
Fluency in Mandarin is required to support a diverse customer base and specific regional requirements within the Singapore market.
Matching Summary
Match Score: 75
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Citi is seeking a Service Experience Manager for its Changi, Singapore location, focused on enhancing customer service quality within the CitiPhone contact center. The ideal candidate will possess substantial experience in customer service operations, particularly in leadership roles, and will be adept at analyzing customer journeys to improve satisfaction and loyalty.
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Salary
Not specified; Not specified; Comprehensive benefits including telehealth, parental leave, and learning resources
Skills & Requirements
Must-have
7-10 years customer service experience
3-5 years leadership role
Mandarin language proficiency
Customer journey mapping expertise
Contact center technology knowledge
KPI monitoring and analysis
Nice-to-have
AI-powered assistant implementation
Omnichannel support solutions
Wealth management client interaction
Cross-functional team collaboration
Root cause problem solving
Data analytics tool proficiency
Key Requirements
Bachelor's degree or equivalent experience
Minimum 7-10 years in customer service or contact center