Customer Service Analyst 2 -(Cantonese/Mandarin- to support HK Client)

Citi; Penang; On-site; MYR 42,000 - 66,000; Full time

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.

Skills

Cantonese

Mandarin

Education

Bachelor's degree

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

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Job Family Group

Customer Service

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Job Family

Institutional Customer Service

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Time Type

Full time

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