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Customer Service Associate
3 days ago
**Role: Customer Service Associate**
**Working Mode : Hybrid**
**Job Location : Menara AIA, Bukit Bintang, KL**
**Industry: FinTech**
**Open to Local Malaysian** **only**
**Company Description**
JP Caliber is a incorporated company specializing in providing customized recruiting solutions for permanent and contract positions in the Technology and Digital, Finance, and Human Resources sectors. With a strong commitment to high-quality performance and excellence, we aim to positively impact and transform the lives of both our corporate clients and individual applicants. Our dedicated team of qualified experts brings extensive industry experience and expertise to deliver efficient and professional recruitment services.
**Role DescriptionWhat you will be doing**:
- 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.
**What you will need**:
- At least **3 years of relevant experience in customer service / contact centre.**
- **Experience gained in FX/Finance 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.
- Must be able to **work on shifts**.
- Fluent in verbal & written both **English and Mandarin**
**Job Types**: Full-time, Permanent
Pay: RM7,000.00 - RM9,000.00 per month
**Benefits**:
- Health insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
**Experience**:
- SQL: 3 years (preferred)
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