Customer Service Senior Analyst

Citigroup; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global financial services firm in Kuala Lumpur seeks a Customer Service Senior Analyst. You will be responsible for addressing customer inquiries, providing support, and maintaining client relationships. Strong communication and analytical skills, along with relevant experience, are essential. Candidates should possess a Bachelor's degree or equivalent experience. This role emphasizes high-quality service and client relationship management, with hours from 5am to 2pm from Tuesday to Saturday.

Qualifications

• 2-4 years of relevant experience.
• Experience in customer service preferred.
• Ability to work under limited supervision.

Responsibilities

• Serve as single point of contact for clients.
• Ensure efficient resolution of customer inquiries.
• Maintain client portfolio through regular interactions.

Skills

Customer service experience

Analytical skills

Written and verbal communication

Education

Bachelor's degree or equivalent experience

Tools

Computer proficiency

Job description

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Customer Service Senior Analyst 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
• Customer Service - Work hours – 5am – 2pm
• Workdays (Tue-Saturday) – 2pm
• 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

Education

• Bachelor's degree/University degree or equivalent experience

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