Job Information
Citigroup MYS PG Customer Service Intermediate Analyst (Mandarin-Speaking) in Pulau Pinang, Malaysia
The Customer Service Intermediate Analyst is a Manager 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.
Responsibilities:
Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
Provide coaching and support to team and serve a point of contact for escalations
Develop and maintain client portfolio through regular calls and face to face interaction, as needed
Inform clients about problems (system failures, market issues) and provide regular resolution updates
Advise on and advocate the implementation of process improvement and reengineering to improve client experience
Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
Escalate customer feedback, processing delays and errors appropriately
Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
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.
Qualifications:
Minimum of 5 years customer experience or technical support experience preferably from the banking, financial services, logistics, information technology, BPO or other similar industries
Demonstrated project management and organizational skills to prioritize multiple tasks
Proven self-reliance and accountability and ability to manage risk
Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
Proven investigative and analytical skills
Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
Proficiency in Mandarin or Cantonese (speaking, reading and writing)
Education:
Bachelor's degree/University degree or equivalent experience
Job Family Group:
Customer Service
Job Family:
Institutional Customer Service
Time Type:
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.