Customer Service

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Group Full time 80,000 - 150,000 per year


• Lead and supervise a team of customer service representatives.


• Provide guidance, coaching, and support to ensure the team meets performance goals.


• Ensure the team adhere to the manuals, policies, and guidelines.


• Provide ongoing coaching and training to enhance the skills of team members.


• Facilitate training sessions for new hires and organize skill development programs.


• Handle escalated customer issues and complex problem-solving.


• Assist team members in resolving challenging customer situations.


• Stay informed about industry regulations affecting customer interactions.


• Serve as a communication link between the Assistant Manager and the customer service team.


• Communicate policies, updates, and changes from upper management to the team.


• Act as a point of contact for escalated customer issues that require higher-level intervention.


• Coordinate with other departments to ensure timely resolution of complex problems.


• Gather and analyze customer feedback received by the team.


• Implement strategies to address customer concerns and improve the overall customer.


• Instils Zeal Core Values into day-to-day operation.


• Timely feedback to team members and periodic updates to the Assistant Manager


• Ad hoc task delegated by the Manager or Assistant Manager

Requirements


• Degree holder in any discipline. Major in Finance, Economics or business related are preferred.


• Minimum of 3 years of experience in Customers Service/ Operations with at least 1 year of experience in supervisory 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.


• Fluent in both English and Thai language (verbal & written)


• Additional knowledge of Indonesia, or Hindi language is an advantage.

Benefits

  • Medical Benefit
  • Optical Benefit
  • Life Insurance
  • Health & Fitness Subsidy
  • Long Service Rewards
  • Work Anniversary Rewards

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