CrawlJobs Logo
Citi Logo Citi · Customer Service

Customer Service Analyst

Ireland, Dublin Employment contract · Job Posted November 18, 2025
Apply Position
Job Link Share

Job Description

The Customer Service Analyst is an intermediate-level position responsible for providing clients with resolutions and support 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.

Job Responsibility

  • Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally and in line with departmental standards
  • Provide coaching, support to team, and serve a point of contact for escalation
  • Develop and maintain client portfolio through regular calls and face to face interaction, as needed
  • Inform clients about problems (system failures, market issues) and provide regular resolution updates
  • Advise on and advocate the implementation of process improvement and reengineering to improve client experience
  • Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
  • Escalate customer feedback, processing delays and errors appropriately
  • Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
  • Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment

Requirements

  • Experience in customer service preferred
  • Proficiency in English and another European language (Spanish, German or French)
  • Computer proficiency
  • Consistently demonstrate clear and concise written and verbal communication
  • Proven investigative and analytical skills
  • Demonstrated ability to present concepts and influence change
  • Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
  • Proven ability to work under limited supervision within a team environment

What we offer

  • Competitive base salary (annually reviewed)
  • Business casual workplace
  • Hybrid working model (up to 2 days working at home per week)
  • Additional benefits that support you (and your family) to be well, live well and save well
Citi - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Customer Service Analyst

8 matching positions

Customer Service Analyst

Entry-level position responsible for assisting in customer related activities an...
Location
Location
Ireland , Dublin
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bilingual proficiency in Spanish and English (oral and written) required
  • additional European languages (e.g., Italian, German) preferred
  • Excellent verbal and written communication skills with proven experience in a business or financial environment
  • Superior investigative and analytical skills including ability to understand and interpret statistics and metrics
  • Proven ability in problem-solving and crisis management
  • Exceptional planning, organizational, time management, and prioritization skills
  • Highly accountable, self-reliant, and results-oriented with ability to influence stakeholders
  • Demonstrated experience in driving process improvements
  • Strong influencing and persuasion skills capable of engaging effectively with colleagues and clients
Job Responsibility
Job Responsibility
  • Manage portfolio of high-profile clients ensuring timely and professional resolution of all queries and issues
  • Proactively identify, investigate, and resolve client problems collaborating with internal teams and escalating when necessary
  • Drive client satisfaction through regular proactive engagement, calls, visits, and clear communication on critical updates
  • Provide and analyze client performance data (MIS/scorecards) to enhance productivity and promote self-service solutions
  • Initiate and support digitization projects focused on query reduction and increased adoption of self-service tools
  • Coordinate special transactions (e.g., mergers, acquisitions) and ensure adherence to all departmental standards, KPIs, and robust control environment
  • Maintain up-to-date knowledge of market and regulatory requirements impacting client portfolio
  • Ensure comprehensive logging and management of all client interactions within designated service tracking system
  • Provide comprehensive guidance and support to clients on both global and local payment procedures via phone and email
  • Act as language resource for Top 650 clients providing support in Spanish to facilitate effective communication and expedite issue resolution
What we offer
What we offer
  • Competitive base salary (annually reviewed)
  • Business casual workplace
  • Hybrid working model (up to 2 days working at home per week)
  • Benefits supporting well-being, living well and saving well
  • Inclusive workplace environment
  • Fulltime
Read More
Arrow Right

Customer Service Analyst

As one of the nation’s premier minority-owned companies, we are a high performan...
Location
Location
United States , Philadelphia
Salary
Salary:
Not provided
prwt.com Logo
PRWT Services, Inc.
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High school diploma
  • Ability to work in fast paced environment
  • Strong oral and written communication skills
  • Good analytical abilities
Job Responsibility
Job Responsibility
  • Assist customer with their inquiries, complaints, discrepancies, and potential fare disputes under service request
  • Handle incoming calls and make out bound calls needed
  • Support the transit Customer Call Center as needed
  • Be responsible for set-up, processing, and modify autoloads for customers
  • Provide e-commerce and telephone customer care support to Corporate/Institutions Accounts
  • Other duties as assigned
  • Fulltime
Read More
Arrow Right

Customer Service Analyst Lead

The Customer Service Analyst (CSA) Lead will support staff and supervisors withi...
Location
Location
United States , Philadelphia
Salary
Salary:
Not provided
prwt.com Logo
PRWT Services, Inc.
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High school diploma with previous supervisory experience (minimum 5 years -experience)
  • Ability to work in fast paced environment
  • Strong oral and written communication skills
  • Good analytical abilities
  • Good, solid references required
  • All internal candidates MUST have completed one year of service and be within good standings in current department
Job Responsibility
Job Responsibility
  • Supervises, train, and monitor staff
  • Assists CSAs in problem resolution
  • Provides direction and support so that CSAs meet service level and production
  • Review predetermine refund request and submit to the Transportation System for final approval
  • Review and process Travel Wallet Adjustments within the guidelines provided
  • Provide e-commerce and telephone customer care support to clients and customers
  • Support and process Service Request
  • Complete daily, weekly, and monthly reports as needed
  • Other duties as assigned
  • Fulltime
Read More
Arrow Right

Customer Service Analyst

As one of the nation’s premier minority-owned companies, we are a high performan...
Location
Location
United States , Philadelphia
Salary
Salary:
Not provided
prwt.com Logo
PRWT Services, Inc.
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High school diploma with previous supervisory experience (minimum 5 years -experience)
  • Ability to work in fast paced environment
  • Strong oral and written communication skills
  • Good analytical abilities
  • Good solid references required
Job Responsibility
Job Responsibility
  • Point Customer Service agent with specific training and contacts to support Transit Benefit program
  • Be responsible for set-up, processing and auditing required to perform and modify Autoloads to employee Smart Media
  • Provide e-commerce and telephone customer care support to Employers
  • Manage the Autoload process for all scheduled benefit Autoloads so that participating employees automatically receive new value or pass loads at the agreed-upon frequency
  • Resolve Employer Autoload discrepancies
  • Reconcile and audit all employer managed account activity
  • Manage the monthly reconciliation of scheduled Autoloads with the Employer Funds Transfer process
  • Other duties as assigned
  • Fulltime
Read More
Arrow Right

Service Desk Analyst

We are looking for a growth-minded IT professional to support our internal emplo...
Location
Location
United States , Austin
Salary
Salary:
Not provided
clearme.com Logo
Clear
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2+ years of applicable experience, including in-person and remote experience in a customer service-focused technical environment
  • Demonstrated success in providing a stellar customer service experience along with desire to find solutions, rather than merely addressing symptoms
  • Strong communicator with exceptional ability to interact with technical and non-technical end-users
  • Highly organized and detail-oriented with an ability to strive in a fast-paced environment with competing priorities
  • Technical knowledge of network infrastructure setup, maintenance, and troubleshooting -- Cisco/Meraki preferred
  • Demonstrated expertise in computer assembly, including remote triage and troubleshooting capabilities of typical and atypical computer components
  • Experience working within ITSM tools and managing tickets, documentation, and SLA’s
  • Works well under pressure
  • Self-starter with an “owners mentality”
  • Ability to work varying shifts, including weekends/holidays/on-call - We are a 24/7/365 operation
Job Responsibility
Job Responsibility
  • Provide remote troubleshooting for devices with airport operations personnel
  • Hardware support, including component and cable verification, addressing equipment failures, performing firmware upgrades, and configuring hardware remotely
  • Network support, involving monitoring and troubleshooting network infrastructure (ISP, routers, switches, access points, and cellular devices)
  • Assist users with software configuration and troubleshooting, along with remote software installations, and monitor for successful deployment and functionality
  • Utilize various software tools, such as PDQ, Virtual Machines, Azure AD, Meraki, Peplink, Okta, Slack, Jira/Confluence, and Dialpad, to efficiently pinpoint and resolve technical issues
  • Escalate issues to third-party vendors and coordinate on-site visits for timely resolution
  • Manage access requests across multiple systems/applications, ensuring 100% compliance with established rules and regulations
  • Respond to tickets and phone support requests in a round-robin assignment queue, consistently meeting or exceeding all established SLAs
  • Utilize existing runbooks and suggest updates or creations when current knowledge is lacking
  • Coordinate seamlessly with co-workers to address and escalate critical business incidents to the appropriate support team while maintaining open and active communication with users
What we offer
What we offer
  • 15 days Paid Time Off for Full-Time Team Members, increasing with time in service
  • Comprehensive Medical, Dental, Vision, Pet, Home, Auto, Disability, Life Insurance, and Legal advice for eligible team members
  • Backup childcare and eldercare through Care.com
  • Paid Parental, Family, Military & Bereavement Leave Program for eligible team members
  • Emotional Well-Being Assistance
  • 401k Retirement Plan with company match
  • Ongoing training & development programs to grow & advance your career with a growing company
  • Free CLEAR memberships for you and one other. Plus a discounted membership for three friends
  • $100 monthly wellness stipend for health and fitness-related expenses
  • Fulltime
Read More
Arrow Right

Service Desk Analyst

Service Desk Analysts act as the first point of contact for support cases. They ...
Location
Location
India , Noida
Salary
Salary:
Not provided
eurostop.com Logo
Eurostop
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelors degree in IT or related field
  • At least 1-year related experience in Level 2 Technical or Customer Support
  • Ability to communicate in English, verbal or written, in a concise and clear manner
  • Experience in handling international customers
  • Excellent analytical and problem-solving skills
  • Effective listening skills
  • Ability to multi-task and work in a high-pressure environment
  • Knowledge of MS applications
  • Flexible, can adapt to changing shift schedules
  • Amenable to work on weekends and holidays
Job Responsibility
Job Responsibility
  • Attend to support cases via phone, email or online web tools
  • Collect information from users to understand and resolve problems remotely
  • Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary
  • Advise customers on the appropriate action
  • Utilize available resources and aids in coming up with solutions for problems
  • Accurately log relevant details of all interactions with customers
  • Follow up pending actions from customers and other resources in the organization, and track each call to resolution
  • Strictly follow support procedures while abiding with privacy guidelines in handling customer information
  • Analyze trends and patterns in incidents, and provide feedback to support managers and the application team
  • Help to maintain the Query and Diagnostics Knowledgebase
  • Fulltime
Read More
Arrow Right

Customer Support Technical Analyst

The Customer Service team provides support to our customers with a range of quer...
Location
Location
United Kingdom , Theale (Reading)
Salary
Salary:
Not provided
bottomline.com Logo
Bottomline
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2+ years working within a customer services environment or within Customer success in a SaaS environment
  • Experience of working within an omni-channel environment
  • Experience of case management within a CRM environment
  • Experience of multi-tasking whilst maintaining quality customer interactions
  • Able to work to within tight service level agreements
  • Able to operate in a team environment
  • Able to remain calm and professional under pressure
  • A logical and methodical approach to problem diagnosis and resolution
  • Resilient and self-motivated
  • A passion for technology with some experience of: Windows Server and Windows desktop operating systems
Job Responsibility
Job Responsibility
  • Assisting customers with a wide range of technical queries and providing efficient and accurate resolution
  • Managing queries in line within a structured case management discipline and achieving required Service Level Agreements
  • Working with other teams within the business to obtain resolution where you are not able to resolve the case independently
  • Building a knowledge base and continuous improvement of the content to support our internal teams and the customer
  • Providing our customers with the highest level of service to Delight them at each interaction
  • Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set service level agreements
  • Updating and managing an accurate audit of each customer query within our Customer Record Management software
  • Managing multiple cases via a variety of communication channels at one time
  • Working within strict Service level Agreements
  • Communicating technical information in a customer friendly way
  • Fulltime
Read More
Arrow Right

Reference Data Services Analyst

The Reference Data Services Analyst 2 is a developing professional role. Applies...
Location
Location
Colombia , Bogotá
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 0-2 years of relevant experience in client/counterparty/account data management within a global financial services organization
  • Good awareness of client needs/expectations
  • Financial services related qualifications (e.g. IAQ or similar)
  • Bachelor's/University degree or equivalent experience
Job Responsibility
Job Responsibility
  • Day to day oversight and contribution to creation and maintenance of customer accounts, security and pricing data within multiple systems across multiple teams
  • Identify opportunities for improvements to quality of data and client service levels
  • Acts as backup for manager
  • Provides direction and guidance to team, evaluating performance, making recommendations and identifying training requirements
  • Responsible for the successful management and delivery of project initiatives and for the supervision of junior staff to ensure delivery of their tasks which contribute to the projects
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup
  • Fulltime
Read More
Arrow Right