Fx/crypto Customer Service Operations Associate

2 weeks ago

Kuala Lumpur, Malaysia SummitNext Technologies Sdn Bhd Full time

Our client is an award-winning FinTech organisation offering a variety of products. Founded in 2017, our client has 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 hubs located in Cyprus and Netherlands. A product and people focused company who are passionate about growth, innovative technology, and collaboration.

**This role is based in Malaysia. Relocation assistance & flight tickets will be provided.**

**What you will be doing**:

- Process daily operational requests from customers on a timely and accurate manner.
- Responsible in completing daily operational requests and working with respective stakeholders to process required actions.
- Strong follow through on customer requests and managing customer’s expectations.
- 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.
- 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 company.
- 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 company's 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 1 year of relevant experience on operations processing in customer service/ contact centre environment.
- Experience gained in FX/Finance industry will be an added advantage.
- Able to multi-task, eye for details, 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

**What we can offer you**:

- Medical Benefit
- Life Insurance
- Optical Benefit (yearly)
- Meal Allowance (monthly)
- Travel Allowance (monthly)
- Gym/Fitness Subside (monthly)
- Work From Home (1-day a week)
- Work From Anywhere Policy (T&C applies)
- Full Employment Pass and Work Visa coverage

Pay: RM9,500.00 - RM13,000.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Gym membership
- Health insurance
- Maternity leave
- Meal allowance
- Meal provided
- Opportunities for promotion
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Application Question(s):

- Do you have experience in FX / Crypto / Online Trading industry?

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- English (required)
- Mandarin (required)

Application Deadline: 06/30/2024
Expected Start Date: 06/30/2024

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