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Customer Service Senior Manager

Intermediate (3-6 years)


Technical Skills

  • Cash Management
  • Complaint Handling
  • Customer Service
  • Microsoft Excel
  • Microsoft Exchange Server
  • Microsoft Powerpoint
  • Microsoft Word

Job Description

Customer Service Senior Manager

Location: APAC-HKG-Hong Kong-Hong Kong

  • Perform proactive and quality services to a number of designated platinum clients relationships across Securities Services product (Global Custody, China Connect, Cash Management, Foreign Exchange, etc) to ensure clients' satisfaction
  • Work closely with Business partners to develop, implement and execute comprehensive account plans and call programs
  • Perform periodic service reviews jointly with Relationship Managers and Client Executive.
  • Working with product specialists and subject matter experts across the bank to structure customized solutions that meet clients’ unique needs
  • Handle and resolve clients' verbal and written complaints from different channels
  • Time to time identify automation opportunities and propose to operation seniors to improve work quality and efficient.
  • Review client services proactive with clients to understand client need from Citi.


  • University graduate with major in Social Science or Business Administration
  • At least 5 years working experience in complaint handling or customer services in banking and finance industry
  • Good knowledge of banking products and services, operations and procedures - Patient with excellent customer service attitude
  • Strong analytical, tactful interpersonal and presentation skills - Good problem solving skills
  • Excellent command of written and spoken English and Chinese (Cantonese and Putonghua)
  • Proficiency in the use of MS Word, Excel, and PowerPoint

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
CitibankFinancial Services, Retail and Commercial Banking

50/F, Champion Tower 3 Garden Road Central, Hong Kong

directions_walk12 mins walk from Admiralty Station