Customer Service Associate (Japanese Speaking)

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 and services. Ultimately, they are here to fill in the gaps and 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 and are seeking somebody who has that client-centric and proactive approach.

What you will be doing

• Provide responses to all customer inquiries (online chats, emails, and calls) in a timely and accurate manner in English and Japanese.
• 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 and manuals when performing daily tasks.
• Escalate to the team leader upon detection of gaps or shortcomings in the existing processes.
• Excel in daily tasks by keeping up to date on training and updates on changes to processes, systems, and 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 inquiries 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 a good customer experience in every interaction with clients.
• Embrace ZFX core values and embed these values into day-to-day tasks when serving clients and dealing with internal stakeholders.

About you

• Candidate must possess at least “O” Level, Diploma, or Degree.
• At least 3 years of relevant experience in customer service or contact center.
• Experience gained in the FX or 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.
• Fluent in English and Japanese (verbal and written) is a must.
• Must be able to work shifts.

Rewards in return for your commitment

• Medical Benefit
• Optical Benefit
• Life Insurance
• Performance Bonus
• Work From Home (Wednesdays)
• Work From Home / Anywhere Policy (T&C applies)
• Staff Referral Bonus Program

Interview process

• Virtual meet with a member of the TA team – 30 minutes
• Virtual meet with the hiring manager – 1 hour
• Final interview with CO-CEO and/or CEO – 1 hour

*Please note the interview stages above may vary depending on the seniority level of the position.*