Customer Service Assistant Manager

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Group Full time

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 and services. Ultimately, they are here to fill in the gaps and frictions within our product. We would love for our client journey to become as smooth as possible, and 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, aiming to exceed customer expectations.

What you will be doing:

  1. Overseeing the Southeast Asia (Indonesia, Vietnam, Thailand and India) customer service team and ensuring quality service delivery to customers.
  2. Developing and implementing customer service policies, procedures, and standards to ensure that customer inquiries are handled in a consistent and efficient manner.
  3. Maintaining records and reports related to customer service activities, including customer feedback.
  4. Handling customer complaints/feedback and ensuring timely resolutions.
  5. Ensuring Customer Service process/policy recommendations align with the strategic direction of the company and are customer-friendly.
  6. Overseeing hiring, orientation, and training of team members to ensure a capable workforce.
  7. Building capability within the existing Customer Service managers and their respective team members.
  8. Managing training needs of the Customer Service team and ensuring no knowledge gap by working closely with Quality Assurance and Trainers.
  9. Ensuring Customer Service team adherence to manuals, policies, and guidelines.
  10. Creating a unified Customer Service team through effective communication, team building, motivation, recognition, staff onboarding, and exit management.
  11. Leading Customer Service improvement projects through effective project management and leadership.
  12. Ensuring SOPs standardization is in place and minimizing the need to localize steps by becoming a strong gatekeeper at the regional level.
  13. Keeping track of all regional customer issues, proposing solutions, and escalating to the Global Head of Customer Service.

What you will need:

  1. Experience and familiarity with the Southeast Asian market and demands, especially from Indonesia, Vietnam, Thailand, and India.
  2. Degree holder in any discipline, with a preference for majors in Finance, Economics, or business-related fields.
  3. 5 - 8 years of experience in Customer Service/Operations, with at least 5 years in a managerial role.
  4. Experience in the FX/Finance industry is a must.
  5. Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
  6. Attention to detail, accuracy, responsibility, independence, self-starter, and customer-oriented.
  7. Ability to manage stakeholders and C-level partners in the business.
  8. Strong people skills and communication skills in English.
  9. Mandarin proficiency is an advantage but not a must.
  10. Experience in the FX/Finance/FinTech industry is an advantage.

Rewards in return for your commitment:

  1. Medical Benefit
  2. Optical Benefit
  3. Life Insurance
  4. Meal Allowance
  5. Travel Allowance
  6. Health & Fitness Subsidy
  7. Staff Referral Bonus Program
  8. Long Service Rewards
  9. Work Anniversary Rewards

Interview process:

  1. Pre-Call session with the TA team – 30 minutes
  2. 1st Interview session with Hiring Manager – 1 hour
  3. Final Interview session with Head of Customer Service - 45 minutes
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