MYS CTSM PG Customer Service Analyst Citi
George Town, Pulau Pinang

Job Description

* Primary Location: Malaysia,Pulau Pinang,George Town
* Education: Bachelor's Degree
* Job Function: Operations Customer Service
* Schedule: Full-time
* Shift: Day Job
* Employee Status: Regular
* Travel Time: No
* Job ID: 19014919

Description

* Receive and handle incoming calls/emails greet clients and be ready to assist
* Support 24*7 Shift role for faster payment products
* 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

* Customer focus with excellent communication and interpersonal skills
* Proficiency in spoken and written English and Chinese
* Minimum 3-5 years of banking experience, preferably in customer services or marketing support or operations
* University graduate
* Good banking and product knowledge i.e. Trade, cash and electronic banking
* Good diction and voice manners
* Proficiency in Microsoft office applications, including Word , Excel as well good typing skills
* Ability to work under pressure
* Able to absorb and maintain large amount of information on products and operations

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