Officer, Service Analyst (Contact Center)

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The Service Analyst 1 is a position responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.

Responsibilities:

• Handle incoming calls and chats across segments, customers and deliver good customer service to ensure superior Citibanking experience to our customers
• Handle inquiries and transactions on banking, investment products and credit card products
• Promote and cross-sell the banks’ products as appropriate
• Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives
• Exchange information in a concise and logical way as well as be sensitive to audience diversity

Qualifications:

• Effective verbal and written communication
• Good in English, Mandarin and Cantonese communication
• Good understanding of procedures and concepts within own technical/subject area
• Good understanding of how the team Integrates with others in accomplishing the objectives of the area
• Proven ability to creatively solve problems
• License Requirement: HKSI Paper 1, 7, 8
• Previous relevant experience preferred

Education:

• Higher Diploma or above1 year of relevant experience

 This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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