CS - Customer Service Team Leader (Indonesia Market)

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Holdings Limited Full time
CS - Customer Service Team Leader (Indonesia Market)

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. We are looking for a Customer Service Team 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:

  • Lead and supervise a team of customer service representatives
  • Provide guidance, coaching, and support to ensure the team meets performance goals
  • Ensure the team adheres to manuals, policies, and guidelines
  • Provide ongoing coaching and training to enhance the skills of team members
  • Facilitate training sessions for new hires and organize skill development programs
  • Handle escalated customer issues and complex problem-solving
  • Assist team members in resolving challenging customer situations
  • Stay informed about industry regulations affecting customer interactions
  • Serve as a communication link between the Assistant Manager and the customer service team
  • Communicate policies, updates, and changes from upper management to the team
  • Act as a point of contact for escalated customer issues that require higher-level intervention
  • Coordinate with other departments to ensure timely resolution of complex problems
  • Gather and analyze customer feedback received by the team
  • Implement strategies to address customer concerns and improve overall customer satisfaction
  • Instill ZFX Core Values into day-to-day operations
  • Provide timely feedback to team members and periodic updates to the Assistant Manager
  • Perform ad hoc tasks delegated by the Manager or Assistant Manager

Requirements

What you will need:

  • Candidate must possess at least a Diploma/Degree
  • Minimum of 3 years of experience in Customer Service/Operations with at least 1 year in a supervisory role
  • Experience in the FX/Finance industry is an advantage
  • Proficient in Microsoft Office (Word, Excel, PowerPoint)
  • Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment
  • Fluency in English and Indonesian (verbal and written) is a must
  • Must be able to work shifts

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
  • *Employment Pass and Visa Sponsorship (for native language speakers)
  • *Relocation Benefits (for native language speakers)
  • NOTE: Successful candidates will need to complete Mandatory Training & Probationary Period before relocation can take place. This process may take 1 to 6 months.

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: Associate

Employment type: Full-time

Job function: Customer Service

Industries: Non-profit Organizations and Primary and Secondary Education

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