Officer, Commercial Cards Customer Service Analysis

1週間前

Tokyo 21306 Citibank, N.A. - Japan Full time

The key objective of this role is to ensure effective, robust & proactive operation of Commercial Card Customer Service. Customer Service Officer is responsible for handling customer inquiries by phone and resolving them within SLA timeframe. This person is responsible for assisting with client implementation activities, improving processes to meet client needs and maintaining client satisfaction by responding to problems in a timely manner. This person will work independently and efficiently to achieve high levels of productivity while ensuring best business practices are being utilized.

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)

    • Education:

    Bachelor's/University degree or equivalent experience

    Job Family Group:

    Operations - Transaction Services

    Job Family:

    Cash Management

    Time Type:

    Full time

    Citi is an equal opportunity and affirmative action employer.

    Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .

    • Officer, Commercial Cards Customer Service Analysis

      1週間前

      Tokyo Citi Full time

      The key objective of this role is to ensure effective, robust & proactive operation of Commercial Card Customer Service. Customer Service Officer is responsible for handling customer inquiries by phone and resolving them within SLA timeframe. This person is responsible for assist ...

    • Marketing Consultant

      2日前

      Tokyo Rakuten Full time

      Description · : Department Overview · CMO Office is responsible for Rakuten' s marketing strategy making and capability building in marketing area for further growth of Rakuten group. · Position: · Why We Hire · This position improves your marketing skills in a variety of Ra ...

    • Data Analyst, Customer Strategy Department

      5日前

      Tokyo Rakuten Full time

      Description · : Business Overview · Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well, providing more than 70 services in a variety such as e-commerce, payment services, financial services, telecommunication, media, sports, etc. · Dep ...

    • Customer Service Representative

      7日前

      Tokyo International Flavors & Fragrances

      Job Description · It's an exciting time to join IFF's Customer Service for Fragrances · We are looking for someone to join our talented team of 20 Customer Service dedicated representatives, coordinating the fragrance B2B supplies to all IFF customers. · The role of the team i ...

    • Customer Service Representative

      1週間前

      Tokyo International Flavors & Fragrances

      Job Description · It's an exciting time to join IFF's Customer Service for Fragrances · We are looking for someone to join our talented team of 20 Customer Service dedicated representatives, coordinating the fragrance B2B supplies to all IFF customers. · The role of the team i ...

    • Sales Representative

      2日前

      Tokyo Imerys Full time

      Job Summary · KEY TASKS AND RESPONSIBILITIES · ● Sales: x Be responsible for the sales activity of small to midsize accounts. · x Post visit reports in the CRM system (Salesforce), communicate on one's action with the organization (direct, functional, transversal management), pr ...

    • Financial Analyst I

      2週間前

      Tokyo Thermo Fisher Scientific Full time

      Job Description · 1. About Thermo Fisher · Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately$40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our custome ...

    • Project Manager

      2日前

      Tokyo Principle Power Full time

      Education Required: Master's degree in Offshore or Marine Engineering or related field; Project Management Professional (PMP) certification · Position start: ASAP · About Principle Power · Principle Power is a leading global technology and services provider for the floating offs ...

    • Pay Sales Planning and Sales Supervisory

      2日前

      Tokyo Rakuten Full time

      Description · s · Sales planning, performance management, commercial and logistics design, and sales support for cashless services (Rakuten Pay Terminal, etc.) mainly for small and medium-sized businesses and individual stores. · - Develop sales plans based on KPIs segmented fro ...

    • Financial Accounting

      7日前

      Tokyo Rakuten Full time

      Description · s · Specific tasks within each group are as follows. · - Budget Management Group: Develops annual budgets, manages budget performance and prepares various reporting documents. · - Finance Group: Cash management, deposit/withdrawal management, remittance operations, ...

    • Marketing Promotion

      5日前

      Tokyo Rakuten Full time

      Description · : Business Overview · Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well, providing more than 70 services in a variety such as e-commerce, payment services, financial services, telecommunication, media and sports business ...

    • Research and Data Analysis

      2日前

      Tokyo Rakuten Full time

      Description · s · (1) Customer data analysis · ・Provide support for overall marketing initiatives (strategy development, KPI setting, planning, verification, improvement proposals, etc.) of partner companies through data. · ・Conduct interviews and reporting directly to partner c ...

    • Data Analyst – Data Intelligence Department, Bank, Ltd

      2日前

      Tokyo Rakuten Full time

      Description · : Business Overview · With over 14 million accounts, Rakuten Bank is the largest internet bank in Japan. · Department Overview · The Rakuten Bank Data Intelligence Department was established in 2017 and aims to strategically utilize our data. We are supporting d ...

    • Program Manager, Payment Business Operations

      2日前

      Tokyo Amazon Japan G.K. Full time

      Are you passionate about customer experience? Can you help drive partner performance and have a track record of contributing on key initiatives? Are you successful at influencing others to deliver when faced with competing priorities? Would you excel at representing Amazon extern ...

    • Customer Project Leader

      6日前

      Tokyo SILAB CDI

      Customer Project Leader - Cosmetics Ingredients H/F · Contrat · CDI · Description de la mission · For its newly established subsidiary, SILAB NEA (North-East Asia) is seeking a customer project leader based in its office in Tokyo, to participate in its development on the market ...

    • Commercial Territory Representative

      7日前

      Tokyo NetApp

      Title: Commercial Territory Representative · Location: Tokyo, Tokyo, JP, · Requisition ID: Job Summary · As a Commercial Territory Rep, you will be familiarised with the industry processes and developments. As a part of this role, you will be an integral part of NetApp's uniqu ...

    • Business Development Analyst

      1週間前

      Tokyo Monster Energy Full time

      Position Summary: · The Business Development Analyst will support business development activities in most tactical analysis, reports and business updates. Analyze new business opportunities and relationship with bottler's teams, supporting sales and commercial team, responsible f ...

    • Strategic project manager, Strategy Planning Department

      5日前

      Tokyo Rakuten Full time

      Description · : Business Overview · Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well, providing more than 70 services in a variety such as e-commerce, payment services, financial services, telecommunication, media, sports, etc. · Dep ...

    • Anti-fraud Product planning

      4日前

      Tokyo Rakuten Full time

      Description · : ■ Mission · Specifically, our mission is to promote strategy planning, planning, development, and project management that portrays the medium- to long-term future vision of each product. · ■ Department introduction / organization structure · Product headquarters ...

    • AI Development Engineer – Data Intelligence Department, Bank, Ltd

      1週間前

      Tokyo Rakuten Full time

      Description · : Business Overview · With over 14 million accounts, Rakuten Bank is the largest internet bank in Japan. · Department Overview · The Rakuten Bank Data Intelligence Department was established in 2017 and aims to strategically utilize our data. · We are supporting ...