Citigroup Customer Service Analyst- Off-Hour Support in Pulau Pinang, Malaysia
The Customer Service Analyst 2 is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.
Work off hour shift for 24*7 Instant Payment support
Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
Conduct necessary analyses to address client needs
Communicate resolutions to clients
Inform clients about problems (system failures, market issues) and provide regular resolution updates
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation.
0-2 years of relevant experience
Experience in customer service preferred
Computer, system and technology proficiency
Consistently demonstrate clear and concise written and verbal communication
Proven investigative, analytical and problem solving skills
Demonstrated ability to present concepts and influence change
Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
Proven ability to work under limited supervision within a team environment
- Bachelor's degree/University degree or equivalent experience
Job Family Group:
Institutional Customer Service
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Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.