Client Success Analyst: Service & Escalation Pro

Citigroup Inc.; México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Citigroup Inc. is seeking a Customer Service Intermediate Analyst to support clients and collaborate with the Customer Service team.

The role focuses on addressing external customer issues and delivering ongoing service with professionalism and adherence to departmental standards. You will manage client interactions, provide timely updates, escalate when needed, and contribute to process improvements to enhance the client experience.

Formación

• 2-5 years of customer service experience.
• Proficient in English.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple tasks.
• Ability to influence stakeholders and work with cross-functional teams.

Responsabilidades

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• Provide coaching and support to team and serve as point of contact for escalations.
• Develop and maintain client relationships through regular calls and meetings.
• Inform clients about issues and provide regular resolution updates.
• Advise on process improvements to enhance client experience.
• Escalate feedback and processing delays appropriately.
• Conduct analyses to resolve problems and coordinate with internal teams.

Conocimientos

Customer service

English proficiency

Communication

Project management

Risk awareness

Educación

Bachelor's degree

Descripción del empleo

Citigroup Inc. is seeking a Customer Service Intermediate Analyst to support clients and collaborate with the Customer Service team.

The role focuses on addressing external customer issues and delivering ongoing service with professionalism and adherence to departmental standards. You will manage client interactions, provide timely updates, escalate when needed, and contribute to process improvements to enhance the client experience.