The Customer Service 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:

• Proactively manage a platinum portfolio of client service relationships and ensure clients are satisfied with and trained on Citi’s products and services
• Act as focal point of client contact in the overall service relationship, partnering closely with Relationship Management and Product to bring a cohesive support structure and responsiveness to the client
• Take ownership of client servicing issues and facilitate their resolution
• Provide all post sales customer service and handle customer telephone / e-mail enquiries which include product information, customer complaints, system support, investigation/ information request, transaction monitoring, financial and non-financial transactions initiation
• Offer prompt, competent and quality customer services which include:
• Diligent analyses of customer enquiries upon receipt.
• Investigate/follow-up with internal suppliers and provide prompt update / solutions to customers to ensure customer satisfaction
• -Initiate transaction order from customers
• Handle customer complaints.
• Assist in the overall departmental and client process improvement initiatives.
• Driving query reduction
• Work on ad hoc projects for the department

Qualifications:

• 3- 5 years of relevant experience in Banking/ Financial Industry
• 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
• Proficiency in Cantonese and Mandarin language in both speak and written to support Hong Kong

Education:

• Bachelor's degree/University degree or equivalent experience

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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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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.

 

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