CS GC - Customer Service Associate (China Market)

Customer Service Associate (Mandarin Speaking) China Market

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, 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.

What you will be doing:

1. Provide response to all customer enquiries (online chats, emails and calls) in a timely and accurate manner.
2. Perform in accordance with key performance metrics and contribute as a strong team player by going the extra mile to assist one another.
3. Strong adherence to SOPs/manuals when performing daily tasks.
4. Escalate to team leader upon detection of gaps/shortcomings in the existing processes.
5. Highlight top enquiries from customers and any common issues for the day.
6. Excel in daily tasks by keeping up to date on training and updates on changes to processes/systems/campaigns.
7. Pay attention to issues or concerns that require escalation to resolve which may indicate a larger underlying problem.
8. Manage customer expectations by escalating complex enquiries to Team Leader to explore win-win solutions for both customers and ZFX.
9. 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.
10. Responsible for providing a good customer experience on every interaction with clients.
11. Embrace ZFX core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.

Experience & Skills:

1. Candidate must possess at least a Diploma/Degree.
2. At least 1 to 3 years of relevant experience in customer service/contact centre.
3. Experience gained in the Forex/Trading industry will be an added advantage.
4. Able to multi-task, fast learner, good follow-through, problem-solving skills, good comprehension, customer relations, and proactive mindset.
5. Fluency in English and Mandarin (verbal and written) is a must.
6. Must be able to work on shifts.

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

*NOTE: Successful candidates hired will need to complete a Probationary Period before Relocation exercise can take place.

Interview process:

1. Virtual Session with TA team – 30-minutes
2. First interview with Hiring Manager – 1-hour
3. Final interview with Head of Dept – 45-mins