Customer Service Analyst

Citi; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

A global financial services company is seeking a Customer Service Analyst in Mumbai to provide resolutions and support to clients. Key responsibilities include addressing customer inquiries, conducting analyses, and maintaining client relationships. Ideal candidates will have 0-2 years of experience in customer service, possess strong communication and analytical skills, and hold a bachelor's degree or equivalent. This is a full-time role focused on building client relationships and delivering high-quality service.

Qualifications

• 0–2 years of relevant experience in customer service preferred.
• Proven ability to work under limited supervision within a team environment.
• Consistently deliver high-quality customer service.

Responsibilities

• Serve as single point of contact for internal partners and external clients.
• Ensure customer inquiries are answered efficiently and timely.
• Conduct necessary analyses to address client needs.

Skills

Clear communication

Investigative skills

Analytical skills

Customer relationship building

Teamwork

Computer proficiency

Education

Bachelor’s degree or equivalent experience

Job description

Customer Service Analyst - Citigroup

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.

Responsibilities

• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
• Ensure customer inquiries are answered efficiently and timely, maintaining compliance with departmental standards
• Conduct necessary analyses to address client needs
• Communicate resolutions to clients
• 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
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm’s reputation, 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

• 0–2 years of relevant experience
• Experience in customer service preferred
• Computer proficiency
• Consistently demonstrate clear and concise written and verbal communication
• Proven investigative and analytical skills
• Demonstrated ability to present concepts and influence change
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
• Proven ability to work under limited supervision within a team environment

Education

• Bachelor’s degree/University degree or equivalent experience

Job Family Group

• Customer Service

Job Family

• Institutional Customer Service

Time Type

• Full time

Citi is an equal‑opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please contact our recruitment team. View Citi’s EEO Policy Statement and the Know Your Rights poster.