Bilingual Customer Service Analyst - Mandarin & Cantonese

Citi; Penang; On-site; MYR 56,000 - 100,000; Full time

Job summary

Citi in Penang, Malaysia is seeking a Customer Service Analyst 2 to provide resolutions and support to external clients in coordination with the Customer Service team.

You will interact with internal partners and clients to resolve issues, perform analyses, and communicate resolutions while maintaining service standards. Possess 2–4 years of experience and a Bachelor’s degree, with Cantonese/Mandarin language skills preferred.

Qualifications

• 2–4 years of relevant experience.
• Experience in customer service preferred.
• Bachelor's degree required.
• Strong written and verbal communication.
• Analytical and investigative skills.
• Ability to present concepts and influence change.
• Team-oriented with minimal supervision.
• Proficiency in Cantonese and Mandarin required for HK/China clients.

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 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 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, ensuring Citi's reputation and safeguarding clients and assets.

Skills

Customer service

Communication

Analytical

Investigative

Presentation

Teamwork

Bilingual Cantonese/ Mandarin

Computer literacy

Education

Bachelor's degree

Tools

CRM software

Job description

Citi in Penang, Malaysia is seeking a Customer Service Analyst 2 to provide resolutions and support to external clients in coordination with the Customer Service team.

You will interact with internal partners and clients to resolve issues, perform analyses, and communicate resolutions while maintaining service standards. Possess 2–4 years of experience and a Bachelor’s degree, with Cantonese/Mandarin language skills preferred.