Customer Service Analyst 2 (Mandarin/Cantonese language to support HK Clients)

Citi; Balik Pulau; On-site; MYR 42,000 - 68,000; Full time

Job summary

Citi in Malaysia seeks an experienced Customer Service Analyst 2 to deliver client resolutions and support in collaboration with the Customer Service team.

The role focuses on handling external client issues, conducting analyses, and maintaining strong client relationships while ensuring adherence to regulatory standards and company policies.

Qualifications

• 2-4 years of relevant experience.
• Experience in customer service preferred.
• Computer proficiency.
• Clear and concise written and verbal communication.
• Investigative and analytical skills.
• Ability to present concepts and influence change.
• Consistently deliver high-quality customer service with focus on building client relationships.
• Ability to work under limited supervision within a team environment.
• Language skills: Cantonese and Mandarin required for Hong Kong/China client handling.

Responsibilities

• Serve as single 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 timely, in line with departmental standards.
• Conduct analyses to address client needs and communicate resolutions.
• Develop and maintain client portfolio through regular calls and face-to-face interactions as needed.
• Inform clients about problems and provide regular resolution updates.

Skills

Customer service

Analytical skills

Communication

Teamwork

Influencing concepts

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 single 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 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, 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:

• 2-4 years of relevant experience
• Experience in customer service preferred
• Computer 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
• Language skills - Cantonese and Mandarin is required for this position as this role will handle mostly Hong Kong and China based clients.

Education:

• Bachelor's degree/University degree or equivalent experience

Language skills - Cantonese and Mandarin is required for this position as this role will handle mostly Hong Kong and China based clients.

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

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