Team/Role Overview

The Client Service Officer’s principal responsibility is to provide after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail. The strategic objective is to continually realign operational or delivery capabilities with customer expectations. This involves the actual delivery of the product and after-sales support, which constitutes service quality that ensures continued patronage from the client.

Responsibilities or duties

• Have direct day to day interaction with customers
• Work with internal partners to obtain answers/solutions to client inquiries
• Acts 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
• Serve as a point of contact for clients, interacting with key teams to identify and resolve client issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analysis to address client needs
• Communicate resolutions to clients
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, its clients, and assets, by driving 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.

Qualifications or requirements

• Consistently demonstrate clear and concise written and verbal communication in English and Arabic
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
• Demonstrated ability to present concepts and influence / lead change
• Proven investigative, analytical and risk management skills with ability to understand and interpret statistics and metrics
• Self-motivated with high competency to follow through when facing obstacles
• Demonstrated initiative and creativity in problem solving
• Ability to organize own work and manage time
• Ability to work independently within a team environment
• Excellent technical skills (Excel, Word)
• Flexible and adaptable approach to a constantly changing work environment.
• Competency in Arabic (Written and Spoken)

Experience needed

• 1-3 years relevant experience

• Have direct day to day interaction with customers
• Work with internal partners to obtain answers/solutions to client inquiries
• Acts 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
• Serve as a point of contact for clients, interacting with key teams to identify and resolve client issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analysis to address client needs
• Communicate resolutions to clients
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, its clients, and assets, by driving 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.

• Clear and concise written and verbal communication in English and Arabic
• High-quality customer service
• Building client relationships
• Presenting concepts and influencing change
• Investigative, analytical and risk management skills
• Ability to understand and interpret statistics and metrics
• Self-motivated
• Initiative and creativity in problem solving
• Ability to organize own work and manage time
• Ability to work independently within a team environment
• Excellent technical skills (Excel, Word)
• Flexible and adaptable approach
• Competency in Arabic (Written and Spoken)

• Bachelor's degree /University degree (Minimum Second Upper Classification or Equivalent)