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

Citi; Penang; On-site; MYR 56,000 - 100,000; Full time

Job summary

Citi in Penang, Malaysia is seeking a Customer Service Analyst 2 to provide resolutions and support to external clients in coordination with the Customer Service team.

You will interact with internal partners and clients to resolve issues, perform analyses, and communicate resolutions while maintaining service standards. Possess 2–4 years of experience and a Bachelor’s degree, with Cantonese/Mandarin language skills preferred.

Qualifications

• 2–4 years of relevant experience.
• Experience in customer service preferred.
• Bachelor's degree required.
• Strong written and verbal communication.
• Analytical and investigative skills.
• Ability to present concepts and influence change.
• Team-oriented with minimal supervision.
• Proficiency in Cantonese and Mandarin required for HK/China clients.

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 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, ensuring Citi's reputation and safeguarding clients and assets.

Skills

Customer service

Communication

Analytical

Investigative

Presentation

Teamwork

Bilingual Cantonese/ Mandarin

Computer literacy

Education

Bachelor's degree

Tools

CRM software

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.

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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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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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