Customer Service Analyst 2 - C10 - Penang

Citi; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Citi in Mumbai, India seeks a Customer Service Analyst 2 to resolve client issues and support the Customer Service team. The role focuses on addressing external customer concerns and delivering ongoing service support.

The ideal candidate has 3-5 years of experience, proficiency in Cantonese and Mandarin, and a Bachelor’s degree. You will interact with internal partners and clients, analyze needs, and provide timely resolutions while maintaining compliance with policies.

Qualifications

• 3-5 years of relevant experience
• Experience in customer service preferred
• Language proficiency in Cantonese and Mandarin
• Clear and concise written and verbal communication
• Proven investigative and analytical skills
• Ability to present concepts and influence change
• Consistently deliver high-quality customer service and build client relationships
• Ability to work under limited supervision within a team environment

Responsibilities

• Serve as dedicated point of contact for internal partners and external clients
• Ensure inquiries are answered efficiently and in a timely manner
• Conduct analyses to address client needs
• Communicate resolutions to clients
• Develop and maintain client portfolio through regular calls and virtual meetings
• Inform clients about problems and provide regular resolution updates
• Escalate, manage and report control issues with transparency to safeguard Citi and its assets

Education

Bachelor’s degree/University degree or equivalent experience

Job description

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 dedicated 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
• Develop and maintain client portfolio through regular calls and virtual meeting, as needed
• 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 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:

• 3-5 years of relevant experience
• Experience in customer service preferred
• Language (Cantonese and Mandarin) 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 relationship 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

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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