Citi Group Officer Commercial Cards Customer Service Analysis 

Japan, Tokyo 

899729965

Responsibilities:

• Gain sufficient knowledge on Commercial Cards product features, operational and technology aspects and clients.
• Investigate all incidents received via phones, log them into investigation tracking system, updating the case progress, and tracking the case to closure.
• Act as liaison between clients and Operations for problem identification and resolution.
• Maintain client satisfaction by responding to and resolving problems quickly, focusing on First Touch Resolution
• Ensure that the cases are resolved within predefined standard turnaround time.
• Exhibit exceptional follow up skills through direct communication with business partners and clients via multiple communication channels which include outbound calls and emails.
• 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.
• Escalate issues to the next level of support when necessary.
• Promote self-service as the number one priority – implement ideas to promote self-service and reduce call volumes and emails volumes coming into the call center.
• Act as a client advocate and having an end-to-end ownership to client issues.

Qualifications:

• 5+ years of experience of customer service, ideally in a call center setting
• Financial services knowledge, especially Card business a distinct advantage
• Strong Client Orientation
• Problem Solving & Analysis skills
• Energetic & resourceful to investigate issues and own until resolution
• Team Player with demonstrated abilities to take ownership and solve complex problems
• Keen eye for detail
• Able to work under pressure and meet tight deadlines
• Advanced knowledge of Microsoft Office products preferred
• Excellent communicator in both English & Japanese

Language Skills:

• Bi-Lingual
• Japanese – Native / Advanced level (Read, Write, Speak fluently)
• English – Advanced level (Read, Write, Speak fluently)

Bachelor’s/University degree or equivalent experience

Time Type:

View the " " poster. View the .

View the .

View the