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

Citi; Balik Pulau; On-site; MYR 42,000 - 72,000; Full time

Job summary

Citi Malaysia Balik Pulau seeks a customer service professional to serve as the primary contact for internal partners and external clients, delivering timely resolutions and maintaining compliant service standards.

You will conduct analyses to address client needs, communicate findings to clients, and build a portfolio through regular calls and virtual meetings.

Fluency in Cantonese and Mandarin, plus 3–5 years of experience, are required; a Bachelor's degree is expected.

Qualifications

• Bachelor's degree or equivalent experience required.
• 3–5 years of relevant customer service experience.
• Proficiency in Cantonese and Mandarin.
• Strong written and verbal communication.

Responsibilities

• Serve as dedicated contact for internal partners and external clients.
• Resolve issues with key teams and ensure timely responses.
• Analyze client needs and conduct relevant analyses.
• Communicate resolutions to clients and maintain documentation.
• Maintain and develop client portfolio through regular calls and meetings.
• Inform clients about problems and provide regular resolution updates.
• Escalate and report control issues with transparency.

Skills

Cantonese proficiency

Mandarin proficiency

Customer service experience

Analytical skills

Communication skills

Teamwork

Education

Bachelor's degree

Job description

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.

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