Samseer Pkc Email & Phone Number

Bengaluru, Ka, In

United Arab Emirates

United Arab Emirates

To maintain excellent rapport with clients by offering them highly professional assistance through emails, over the phone and by direct meetings to manage more than 100000 cardholders.· Actively coordinating with clients and back-office to upload payrolls, wages, incentives, per-diems and card create files· Closely tracking client wise PBR to ensure receipt of all payments and to follow up with clients to clear pending invoices· Arranging training sessions to educate Program Administrators to handle Client Zone applications· Participating in all meetings and conference calls with Senior Managers of Citi Prepaid Services to converse about KPIs, achievement of service levels and to come up with innovative ideas to resolve challenges faced by clients and agents· Responding to client's queries, follow-ups, requests and instructions related to cardholder's accounts by strictly following compliance restrictions and within agreed TAT· Instantly escalating issues related to application failure and unusual instances to the concerned departments and following up till resolution. During/Post resolution, an Issue tracker is also updated with root cause, resolution and corrective actions· Monitoring daily update trackers, service levels, customer service applications, dispute timelines, KPI reports, call volumes, downtimes, upgrades, system outages and all notification tools to arrange for backups or workarounds to ensure 100% client satisfaction· Preparing and updating process manuals based on enhancements and changes in the process

Dubai

Answering calls on daily basis ensuring 100% accurate, complete and satisfactory information is given to the cardholders, where sole purpose is to achieve customer satisfaction, FCR and best quality scores. · Maintaining customer payroll accounts for CITI PREPAID services· Building rapport, listening, clarifying, managing conversational flow and thereby creating a strong and loyal customer base· Managing upset customers, conflicts and challenging situations· Handling various account related queries and resolving issues· Raising disputes and updating cardholders about progress and resolution· Tracking disputes and fraud cases on Mantis· Proactively assisting cardholders by rephrasing their question in order to understand and resolve the actual query or issue· Escalating all unusual instances to the team coordinator and team leader based on severity to ensure an instant fix is deployed· Working in teams and in a self-directed environment

Arranging training sessions to educate new agents for Citi Prepaid Services· Participating in all meetings and conference calls with senior managers of Citi Prepaid Services to converse about KPIs, achievement of service levels and to come up with innovative ideas to resolve challenges faced by clients and agents· Instantly escalating issues related to application failure and unusual instances to the concern departments and following up till resolution. During/post resolution, an issue tracker also updated with root cause, resolution and corrective actions· Raising mantis tickets for disputes, refunds and reversals · Monitoring daily update trackers, service levels, customer service applications, dispute timelines, KPI reports, call volume, downtimes, upgrades, system outages and all notification tools to arrange for backups or workarounds to ensure 100% client satisfaction· Preparing and updating process manual based on enhancements and changes in the process· Reissuing accounts based on customers and clients requests

Dubai, United Arab Emirates