Cs - Customer Service Associate (Hindi Speaker)

4 weeks ago

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 tam 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 hub located in Cyprus

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 are 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 so we are looking for a Customer Service Associate 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**:

- 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.

**Requirements**:

- At least 2 to 3 years of relevant experience in customer service / contact centre.
- Experience gained in Forex/Trading 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.**:

- **Fluency in English and Hindi language (verbal and written) is a must.**

**Benefits**

**Rewards in return for your commitment**:

- Medical Benefit
- Optical Benefit
- Life Insurance
- Meal Allowance
- Travel Allowance
- Health & Fitness Subsidy
- Staff Referral Bonus Program
- **Employment Pass and Visa Sponsorship (for Non-Malaysian talent)**
- **Relocation Benefits (for Non-Malaysian talent)**

**Interview process**:

- Virtual Session with TA team - 30-minutes
- First interview with Hiring Manager - 1-hour
- Final interview with Head of Dept - 45-mins

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