MYS CTSM PG Customer Service Analyst Pulau Pinang, Malaysia 10/16/2019 at Citi


Pulau Pinang, Malaysia

Responsibilities:

    • Receive and handle incoming calls/emails, greet clients and be ready to assist
    • Perform investigation analysis for inquiries by logging the cases into a proprietary case tracking system, updating the case progress, and tracking the case to closure
    • Ensure that the cases are resolved within predefined standard turnaround time
    • Work with internal solution providers and accomplish final resolutions for client cases
    • Gain sufficient knowledge of product features, and operational and technology aspects of transaction banking (Cash Management and Trade) products that would result in elevated client experience with investigations
    • Ensure timely updates of client cases in accordance to predefined frequency
    • Demonstrate ability to look beyond the surface of operational issues by identifying root causes, identifying solutions, and championing the initiative to improve/fix the issues
    • Handle special projects, ensuring timely delivery of projects with an overall enhanced client service experience

Qualifications:

  • 2-5 years of relevant experience
  • Experience in customer service preferred
  • Computer proficiency
  • Consistently demonstrate clear and concise written and verbal communication
  • Cantonese and Mandarin competency is required
  • 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

  • ------------------------------------------------ Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - MY
  • ----------------------------------------------------- Time Type :Full time
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