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 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. Our goal is to create a seamless customer experience while continuously improving our services.
What you will be doing:
Process daily operational requests from customers in a timely and accurate manner.
Complete daily operational requests and work with respective stakeholders to process required actions.
Strong follow-through on customer requests and managing customer expectations.
Perform in accordance with key performance metrics and contribute as a strong team player.
Adhere to SOPs/manuals when performing daily tasks.
Escalate to team leader upon detection of gaps/shortcomings in 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 processes/systems/campaigns.
Pay attention to issues or concerns that require escalation to resolve larger underlying problems.
Manage customer expectations by escalating complex enquiries to Team Leader.
Attend and participate in daily huddles to understand key highlights and learning points.
Provide good customer experience on every interaction with clients.
Embrace ZFX core values in day-to-day tasks when serving clients and dealing with internal stakeholders.
Experience & Skills:
Possess at least a Diploma/Degree.
1 to 3 years of relevant experience in operations processing in a customer service/contact centre environment.
Experience in Forex/Trading industry is an added advantage.
Able to multi-task, quick learner, good follow-through, problem-solving skills, and proactive mindset.
Fluency in English and Mandarin (verbal and written) is a must.
Must be able to work in shifts.
Benefits:
Medical Benefit
Optical Benefit
Life Insurance
Meal Allowance
Travel Allowance
Health & Fitness Subsidy
Staff Referral Bonus Program
Long Service Rewards
*NOTE: Successful candidates will need to complete a 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 minutes#J-18808-Ljbffr