Customer Service Analyst 2 - C10 - Penang

Citibank (Switzerland) AG; Penang; On-site; Confidential; Full time

Job summary

Citibank (Switzerland) AG is seeking a Customer Service Analyst 2 to provide resolutions and support for clients in coordination with the Customer Service team. The role focuses on addressing external customer issues and delivering ongoing service.

The position requires 3–5 years of relevant experience, proficiency in Cantonese and Mandarin, and strong investigative and analytical abilities. You will interact with internal partners and external clients to resolve issues while maintaining service

Qualifications

• 3–5 years of relevant experience.
• Language proficiency in Cantonese and Mandarin.
• Investigative and analytical skills.
• Ability to present concepts and influence change.
• Deliver high-quality customer service with strong client relationships.

Responsibilities

• Serve as dedicated 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 virtual meetings, 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.

Skills

Analytical skills

Customer service

Written communication

Verbal communication

Cantonese

Mandarin

Teamwork

Problem solving

Influence

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

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.

Equal Opportunity Statement

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi's EEO Policy Statement and the Know Your Rights poster.