Customer Service Analyst

  • Citi
  • Jakarta, Indonesia
  • May 10, 2019
Job - Full time Aerospace engineering Astronomy Biology Computer Science Chemical engineering Engineering Health Science Life Science Mathematics Medical Sciences Chemistry Civil engineering Physics Psychology Social Science Teaching/Academics Technology Veterinary medicine

Description

  • Responsible for taking inquiry via call, email from external client and handling a wide spectrum of inquiry
  • Able to evaluate each inquiry, provide timely update, register the inquiry into STaRS, interact with internal/ external partners to deliver solution to client
  • Analyze and resolve the client inquiry/ request and ensure deliver the world-class client experience
  • Provide solution and handle deviation as being regularized in the policy
  • Educate client on process and procedure. Encourage self-service where applicable as the solution
  • Promptly and accurately log inquiry into STaRS for data analysis/ tracking and process improvement
  • Efficiently uses all necessary system to access information. Ensure to have sufficient system access for day-to-day service
  • Sustain client engagement activities
  • As the ambassador of Citi, one should be confident and preserves professional image, attitude, voice and manner in all kind interactions with client
  • Responsible in managing service managed names whilst effectively balancing against internal control requirement and/or resource limitation. Manage a portfolio of client account and has ownership of delivering world-class of service
  • Proactively identifies and resolves potential 'Client at Risk' issues by engaging with internal partner as appropriate
  • Analyze and follow-up Voice of Client/ VoC Pulse and other client feedback methodology and works closely with internal stakeholder
  • Recognize when additional expertise is required and escalate as deem necessary
  • Exercise appropriate judgment in handling sensitive client/ issue end-to-end
  • Actively initiate ideas towards improvement for better client experience
  • Coordinate within internal TTS Operations, Relationship team, Product team, Technology team etc to accomplish project
  • implementation which shall result in cost saving and productivity improved client satisfaction and improved employee morale

Qualifications

  • Having excellent interpersonal skill
  • Good communication skill
  • Fluent both in Bahasa and English
  • Able to work under pressure
  • Having the right attitude and able to work in team
  • Strong team player
  • Possess right amount of banking knowledge

Experience level of the applicant we want

Some work experience, Graduate