Bilingual Customer Experience Analyst II

Citi

Penang

On-site

MYR 42,000 - 66,000

Full time

14 days+

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Job summary

Citi in Penang is seeking a Customer Service Analyst 2 to resolve client issues and provide ongoing service in coordination with the Customer Service team. The role focuses on addressing external customer concerns and maintaining high service standards.

Ideal candidates will have 3-5 years of experience, Cantonese and Mandarin language proficiency, and a Bachelor's degree. This full-time position offers opportunities to work with cross-functional teams and uphold Citi's commitment to client

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 skills.
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 with limited supervision within a team.

Responsibilities

Serve as dedicated point of contact for internal partners and external clients, coordinating with key teams to identify and resolve issues.
Ensure customer inquiries are answered efficiently and in a timely manner, complying with standards.
Conduct analyses to address client needs.
Communicate resolutions to clients.
Develop and maintain client portfolio through regular calls and virtual meetings as needed.
Inform clients about problems (system failures, market issues) and provide regular resolution updates.
Assess risk in business decisions, safeguard Citi's reputation and assets, escalate and report control issues with transparency.