Customer Service Representative

hace 3 días

Bogotá, Bogotá D.E., Colombia Citi A tiempo completo

We are seeking a Customer Service Analyst 2 to join our team at Citi.

Job Summary

The Customer Service Analyst 2 is an entry-level position responsible for assisting in customer-related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Key Responsibilities:

  • Serve as a single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues.
  • Ensure customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards through email channels.
  • Log, manage, and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures.
  • Ensure all cases are updated on a regular basis and clients are advised of status.
  • Ensure the correct handling of customer information, treating it according to corresponding policies.
  • Follow all procedures and instructions based on regulatory requirements for all served countries.
  • Identify and implement improvement opportunities based on customer interactions to reduce queries, time of response, or improve customer experience.
  • Provide customer service and timely resolution to high-profile and sensitive clients.
  • Conduct necessary analyses to address client needs.
  • Communicate resolutions to clients.

Qualifications:

  • Previous relevant experience preferred.
  • Experience in customer service.
  • Proven investigative, analytical, and risk management skills.
  • Demonstrated ability to present concepts and influence/lead change.
  • Consistently demonstrate clear and concise written and verbal communication.
  • Consistently deliver high-quality customer service with a focus on building client relationships and achieving quality results.

Estimated Salary: $65,000 - $85,000 per annum

Why Join Us?

Citi is an equal opportunity and affirmative action employer. We welcome applicants from diverse backgrounds and are committed to creating an inclusive work environment.

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