Customer Service Intermediate Analyst (Mandarin Speaking) at Citi

George Town, Penang, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Project Management, Analytical Skills, Communication Skills, Interpersonal Skills, Process Improvement, Coaching, Client Relationship Management, Problem Solving, Risk Management, Organizational Skills, Stakeholder Influence, Capacity Planning, Audit Preparation, Reporting, Client Solutions

Industry

Financial Services

Description

Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards Provide coaching and support to team and serve a point of contact for escalations Advise on and advocate the implementation of process improvement and reengineering to improve client experience Maintain knowledge of new market and regulatory requirements affecting client portfolio/base Escalate customer feedback, processing delays and errors appropriately Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives Build productive relationship with client seniors, partnering to understand more intimate client details: interfaces, structure, goals, future plans, and decision processes. Frequent client contacts / pulse calls, as well as formal questionnaires to ascertain client satisfaction and identify areas for improvement. Handle special projects ensuring timely delivery of projects with an overall enhanced client service experience 3-5 years of customer experience Relevant experience (business/financial environment) preferred Demonstrated project management and organizational skills to prioritize multiple tasks Proven self-reliance and accountability and ability to manage risk Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders Proven investigative and analytical skills Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results Ability to develop client solutions Ability to identify and implement effective process improvements Exceptionally strong interpersonal & relationship-building skills Required mandarin literate Bachelor's degree/University degree or equivalent experience ------------------------------------------------------ For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------

Responsibilities

Manage a portfolio of high-profile clients, ensuring timely and professional resolution of queries. Provide coaching and support to the team while advocating for process improvements to enhance client experience.