Customer Service

**Customer Service Assistant Manager / Team Leader (Mandarin Speaking)**

**To be based in Kuala Lumpur, MALAYSIA Contact Centre**

**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

With our HQ based in London, 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

**What you will be doing**:

- Assist in overseeing the hiring, orientation, and training of team members to ensure a capable workforce.
- Provide management and leadership support to the Customer Service team.
- Prepare and manage the staffing schedules to ensure staffing meets the daily customer contact and volume.
- Ensure the team adhere to the manuals, policies, and guidelines.
- Optimize resource allocation to meet service level agreements (SLAs).
- Manage the training needs of Customer Service team and ensuring no knowledge gap by working closely with Quality Assurance and Trainers.
- Spearhead projects in creating a unified Customer Service team through effective communication, team building, motivation, recognition, staff onboarding and exit management.
- Serve as a liaison between the customer service team and upper management.
- Communicate company policies, updates, and changes to the team.
- Lead Customer Service improvement projects through effective project
- Take over and manage complex customer issues and escalated complaints/ calls.
- anage internal conflicts and promote good working environment for the team & ensure all Customer Service functions are performed well, accurately, and timely.
- Set performance goals and KPIs for the customer service team.
- Conduct regular performance reviews and provide constructive feedback.
- Generate reports on team performance and customer service metrics.
- Analyze data to identify trends, areas for improvement, and opportunities for efficiency.
- Ensure that the customer service team adheres to compliance standards and regulations.
- Stay informed about industry regulations affecting customer interactions.
- Instill ZFX Core Values into day-to-day operation.
- Timely feedback to team members and periodic updates to the Manager
- Be the gatekeeper on all SOPs and process for the department.
- Adhoc task delegated by the Manager.

**Requirements**:
**What you will need**:

- At least 12 years of experience in Customers Service/ Operations with at least 5 years of experience in managerial role
- Experience gained in FX/ Finance industry will be an advantage.
- Proficient in Microsoft Office (Words, Excel, PowerPoint)
- Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
- Must be able to work on shifts.
- **Fluency in both English and Mandarin (verbal and written) is COMPULSORY.**

**Benefits**

**Rewards in return for your commitment**:

- Medical Benefit
- Optical Benefit
- Life Insurance
- Meal Allowance (T&C Applies)
- Travel Allowance (T&C Applies)
- Health & Fitness Subsidy (T&C Applies)
- Staff Referral Bonus Program (T&C Applies)

**Interview process**:

- Virtual meet with a member of the TA team - 30 minutes
- Virtual meet with hiring manager - 1 hour
- Final interview with CO-CEO and/ or CEO - 1 hour