Role:

Our Customer Service department at Zeal Group are the supportive function that helps our clients with products/ services. Ultimately, they are here to fill in the gaps/ frictions within our product. Our product is self-explanatory. We would love for our client journey to become as smooth as possible, but as we are not entirely there yet so we are looking for a Customer Service Associate come onboard and bridge any gaps visible between our customers and products. Our end goal is to have a seamless experience whilst continuously improving as the days go by. We are looking to continuously exceed customer expectations.

Responsibilities :

Provide response to all customer enquiries (online chats, emails and calls) on timely and accurate manner
Perform in accordance with key performance metrics and contribute as a strong team player by going the extra miles to assist one another
Strong adherence to SOPs / manuals when performing daily tasks
Escalate to team leader upon detection of gaps/ shortcomings on the existing processes
Highlight top enquiries from customers and any common issues for the day
Excel in daily tasks by keeping up to date on training and updates on changes to processes / systems / campaigns
Pay attention to issues or concerns that require escalation to resolve which may indicate a larger underlying problem
Manage customer's expectation by escalating complex enquiries to Team Leader to explore win-win solutions for both customers and ZFX
Attend and participate in daily huddle to understand key highlights on area of focus, new updates, what went well and learning points from previous day
Responsible to provide good customer experience on every interaction with clients
Embrace ZFX core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders

Requirements

Candidate must possess at least Diploma/Degree
At least 2 - 3 years of relevant experience in customer service / contact centre
Experience gained in FX/Finance industry will be an added advantage
Able to multi-task, fast learner, good follow through, problem solving skill, good comprehension, customer relations and proactive mindset
Fluency in Mandarin and English (verbal and written) is a must
Must be able to work on shifts

Benefits

Life Insurance
Medical Coverage

MY - Customer Service Associate (Mandarin Speaker)