CS - Customer Service Associate (ARABIC Speaker) Based in MALAYSIA

Customer Service Associate (Arabic Speaker) based in Kuala Lumpur, Malaysia.

About Zeal Group

Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe.

Our offices and presence are spread across Europe, Asia, North & South Africa, the Middle East, and South America, with our Technology hub located in Cyprus.

We are a product and people-focused company who are passionate about growth, innovative technology, and collaboration.

Role

Our Customer Service department at Zeal Group is 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, we are looking for a Customer Service Associate to 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.

Job Description

• Provide response to all customer enquiries (online chats, emails, and calls) in a timely and accurate manner.
• Perform in accordance with key performance metrics and contribute as a strong team player by going the extra mile to assist one another.
• Strong adherence to SOPs/manuals when performing daily tasks.
• Escalate to team leader upon detection of gaps/shortcomings in 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 expectations by escalating complex enquiries to the Team Leader to explore win-win solutions for both customers and ZFX.
• Attend and participate in daily huddles to understand key highlights on areas of focus, new updates, what went well, and learning points from the previous day.
• Responsible for providing good customer experience in 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.

Experience & Skills

• Candidate must possess at least a Diploma/Degree.
• At least 2 - 3 years of relevant experience in customer service/contact centre.
• Experience gained in Forex/Finance industry will be an added advantage.
• Able to multi-task, fast learner, good follow-through, problem-solving skills, good comprehension, customer relations, and proactive mindset.
• Must be able to work on shifts/weekends/holidays (on a rotational basis).
• Fluent in English and Arabic language (verbal and written) is a must.

Benefits

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Employment Pass and Visa Sponsorship *for Non-Malaysians
• Relocation Benefits *for Non-Malaysians

Interview Process:

• 1st Interview session with HR Team – 1 hour
• Final Interview session with Head of CS - 45min