Customer Svc Intmd Analyst (Hybrid) at Citi - Kuala Lumpur

The Customer Service Intermediate Analyst is responsible for managing a portfolio of high-profile clients and ensuring their queries are addressed promptly and professionally. This role involves coaching team members, maintaining client relationships, and advocating for process improvements to enhance the overall client experience.

In this role, you will engage in day-to-day interactions with clients, addressing their needs and concerns while working in a collaborative team environment. You will also conduct analyses to resolve issues and participate in initiatives aimed at reducing inquiry volume.

Key Responsibilities:

• Manage a portfolio of high-profile clients and ensure timely resolution of their queries.
• Provide coaching and support to team members to enhance service delivery.
• Maintain strong client relationships through effective communication and follow-up.
• Advocate for process improvements to enhance the client experience.
• Conduct analyses to identify and resolve client issues.
• Participate in initiatives aimed at reducing inquiry volume.
• Collaborate with cross-functional teams to improve service processes.