MY - Customer Service Associate (Greater China) at Zeal Group

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

29 Mar, 26

Salary

0.0

Posted On

29 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Multi-tasking, Fast Learner, Good Comprehension, Customer Relations, Proactive Mindset, Fluency in Mandarin, Fluency in English

Industry

Financial Services

Description

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. 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. Life Insurance Medical Coverage

Responsibilities

The Customer Service Associate will respond to customer inquiries through various channels and ensure a good customer experience. They will also escalate issues and contribute to team performance by adhering to standard operating procedures.