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

Citi; New York (NY); Hybrid; USD 15,000 - 22,000; Full time

Job summary

Citi in Malaysia is seeking a Customer Service Analyst 2 to support HK clients. You will act as a primary liaison, resolving issues with internal teams and providing timely service.

The role requires Cantonese and Mandarin proficiency, 3–5 years of experience in customer service, strong communication and analytical skills, and the ability to operate in a hybrid work setting. Bachelor's degree is required, and you will build client relationships through regular calls and meetings while ensuring

Qualifications

• 3–5 years of relevant experience.
• Experience in customer service preferred.
• Proficiency in Cantonese and Mandarin.
• Excellent written and verbal communication.
• Strong analytical and investigative skills.
• Ability to influence change and present concepts.

Responsibilities

• Serve as dedicated point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues.
• Ensure customer inquiries are answered efficiently, maintaining compliance with departmental standards.
• Conduct analyses to address client needs.
• Communicate resolutions to clients.
• Develop and maintain client portfolio through regular calls and virtual meetings, as needed.
• Inform clients about problems (system failures, market issues) and provide regular resolution updates.
• Assess risk when business decisions are made, safeguarding Citi and assets, and escalating control issues with transparency.

Skills

Cantonese & Mandarin proficiency

Strong written & verbal communication

Analytical & investigative skills

Ability to work with limited supervisi

Customer service experience

Education

Bachelor's degree/University degree or equivalent experience

Job description

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

Job Req Id: 26986738

Location(s): Pulau Pinang, Pahang, Malaysia

Job Type: Hybrid

Posted: Aug. 14, 2026

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Job Overview

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 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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