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

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

Job summary

Citibank (Switzerland) AG in Malaysia is seeking a mid-level Customer Service Analyst 2 to resolve client issues and provide ongoing service in coordination with the Customer Service team.

The role focuses on serving as a primary contact for internal partners and Hong Kong/China-based clients, delivering timely responses, and maintaining strong client relationships while ensuring compliance with regulatory standards.

Qualifications

• 2–4 years of relevant experience.
• Experience in customer service preferred.
• Computer proficiency.
• Clear and concise written and verbal communication.
• Proven investigative and analytical skills.
• Ability to present concepts and influence change.
• Commitment to high-quality customer service and client relationships.
• Ability to work under limited supervision within a team.

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 efficiently and in a timely manner, adhering to standards.
• Conduct 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 updates.
• Demonstrate ethical judgment, manage risks, escalate and report control issues with transparency.

Skills

Investigative skills

Analytical skills

Communication

Teamwork

Language skills Cantonese/Mandarin

Customer service experience

Computer proficiency

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 For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ 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.