CS - Customer Service Associate (MENA Region) - Arabic Speaker | based in MY

Customer Service Associate (Arabic Speaker) based in Kuala Lumpur, Malaysia to handle DUBAI Clients and Customers.
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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and our Global Hub for Customer Service in Kuala Lumpur, Malaysia. 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 tele-sales and outbound calling activities

Provide response to all customer enquiries (online chats, emails and calls) on timely and accurate manner.

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
Experience & Skills

• Candidate must possess at least Diploma / Degree
• At least 2 - 3 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/weekends/holidays (on rotational basis)
• Fluent in English and Arabic language (verbal and written) is a must

Benefits

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Work Anniversary Rewards
• Relocation Allowance
• Rental Subsidy (T&C applies)
• *Employment Pass and Visa Sponsorship
• *Relocation Benefits
• NOTE : Successful candidates hired, will need to complete and pass the 3-weeks training before we submit for EP/Work Visa application.
• Candidate may need to leave the country during the EP processing before able to come in to Malaysia again

Interview process :

• Pre-Call session with the TA team - 30 minutes
• 1st Interview session with Hiring Manager - 1 hour
• Final Interview session with Head of CS - 45mins