Customer Service OPS Associate (Mandarin 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 tam 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 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
What you will be doing : Process daily operational requests from customers on a timely and accurate manner. Responsible in completing daily operational requests and working with respective stakeholders to process required actions. Strong follow through on customer requests and managing customer's expectations. 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. Experience & Skills: Candidate must possess at least a Diploma/Degree. At least 1 to 3 years of relevant experience on operations processing in customer service/ contact centre environment. Experience gained in Forex/Trading 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 English and Mandarin (verbal and written) is a must. Must be able to work on shifts. Medical Benefit Optical Benefit Life Insurance Meal Allowance Travel Allowance Health & Fitness Subsidy Staff Referral Bonus Program Long Service Rewards *NOTE : Successful candidates hired, will need to complete Probationary Period before Relocation exercise can take place. Interview process : Virtual Session with TA team – 30-minutes First interview with Hiring Manager – 1-hour Final interview with Head of Dept – 45-mins