Customer Service Assistant Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Holdings Limited Full time
Customer Service Assistant Manager / Manager (Southeast Asia)

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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and Global Hub Customer Service in Kuala Lumpur, Malaysia. 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 leader 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:

  • Responsible for overseeing the Southeast Asia (Indonesia, Vietnam, Thailand, and India) customer service team and ensuring that they are delivering quality service to customers.
  • Developing and implementing customer service policies, procedures, and standards to ensure that customer inquiries are handled in a consistent and efficient manner.
  • Maintaining records and reports related to customer service activities, including customer feedback.
  • Involving in customer complaints/feedback handling and ensuring that they are resolved in a timely manner.
  • Ensuring Customer Service process/policy recommendations are aligned to the strategic direction of the company and customer friendly.
  • Overseeing hiring, orientation, and training of team members to ensure a capable workforce.
  • Building capability within the existing CS managers and their respective team members.
  • Managing training needs of the Customer Service team and ensuring no knowledge gap by working closely with Quality Assurance and Trainers.
  • Ensuring Customer Service team adherence to the manuals, policies, and guidelines.
  • Creating a unified Customer Service team through effective communication, team building, motivation, recognition, staff onboarding, and exit management.
  • Leading Customer Service improvement projects through effective project management and leadership.
  • Ensuring SOPs standardization are in place and minimize the need to localize steps by becoming a strong gatekeeper at the regional level.
  • Keeping track of all regional customer issues, proposing solutions, and escalating to Global Head of CS.

Requirements

What you will need:

  • Experience and familiarity with the Southeast Asian market and demands, especially from Indonesia, Vietnam, Thailand, and India.
  • Degree holder in any discipline. Major in Finance, Economics, or business-related fields are preferred.
  • 5 - 8 years of experience in Customer Service/Operations with at least 5 years of experience in a managerial role.
  • Experience gained in FX/Finance industry is a must.
  • Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
  • Attention to detail, accurate, responsible, independent, self-starter, customer-oriented.
  • Ability to manage Stakeholders and C-level partners in the business.
  • Strong people skills and communication skills in English.
  • Mandarin proficiency is an advantage but not a must.
  • Experience gained in FX/Finance/FinTech industry is an advantage.

Benefits

Rewards in return for your commitment:

  • Medical Benefit
  • Optical Benefit
  • Life Insurance
  • Meal Allowance
  • Travel Allowance
  • Health & Fitness Subsidy
  • Staff Referral Bonus Program
  • Long Service Rewards
  • Work Anniversary Rewards

Interview process:

  • Pre-Call session with the TA team - 30 minutes
  • 1st Interview session with Hiring Manager - 1 hour
  • Final Interview session with Head of CS - 45 minutes

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service

Industries: Non-profit Organizations and Primary and Secondary Education

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