Customer Service

**Customer Service Associate (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

**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 and looking for somebody who has that client centric/ proactive approach.

**Requirements**:
**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.
- 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 Zeal Group.
- 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 Zeal Group core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.

**About you**:

- At least 2 years of relevant experience in customer service / contact centre.
- Experience gained in Forex/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.
- **Fluency in both English and Mandarin (verbal and written) is COMPULSORY.**:

- **_Fresh Grads are still encouraged to apply._**

**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