This Client Service Officer role requires fluency in Arabic and is focused on providing crucial after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail. The strategic objective is to continually align operational and delivery capabilities with customer expectations, ensuring high service quality that fosters continued client patronage and differentiation for Citi in the marketplace.
Team/Role Overview
Client Service Officers are required to:
- Have direct day-to-day interaction with customers.
- Work with internal partners to obtain answers/solutions to client inquiries.
- Act as the advocate and impetus for process improvements within Citi.
- Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi as an excellent service provider.
- Participate in customer feedback, root cause analysis of issues, and identification of process improvement opportunities.
- Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services.
Core Responsibilities (What you’ll do)
- Serve as a primary point of contact for clients, interacting with key internal teams to identify and resolve client issues promptly.
- Ensure customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards.
- Conduct necessary analysis to address complex client needs.
- Communicate resolutions clearly and concisely to clients.
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, its clients, and assets.
- Drive compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Required Qualifications and Experience
Citi seeks candidates who can fulfill the following requirements:
- Experience: 1-3 years of relevant experience.
- Education: Bachelor's degree/University degree (Minimum Second Upper Classification or Equivalent).
- Language Proficiency: Competency in Arabic (Written and Spoken) is mandatory. Must consistently demonstrate clear and concise written and verbal communication in both English and Arabic.
- Service Excellence: Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results.
- Leadership & Influence: Demonstrated ability to present concepts and influence/lead change.
- Analytical and Risk Management Skills: Proven investigative, analytical, and risk management skills with the ability to understand and interpret statistics and metrics.
- Self-Motivation & Problem Solving: Self-motivated with high competency to follow through when facing obstacles, and demonstrated initiative and creativity in problem solving.
- Organizational Skills: Ability to organize own work and manage time effectively.
- Technical Proficiency: Excellent technical skills, including proficiency in Microsoft Excel and Word.
- Adaptability & Teamwork: Flexible and adaptable approach to a constantly changing work environment, with the ability to work independently within a team structure.
