* 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
* 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
* 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
Citigroup is a company providing financial products and services.