About Zeal Group
Zeal Group is an award-winning FinTech organization offering a variety of financial products and services. Founded in 2017, we have grown to a team of 700+ employees across the globe. Headquartered in London, UK, our offices and presence span Europe, Asia, North and South Africa, the Middle East, and South America, with our Technology Hub in Cyprus and our Global Customer Service Hub in Kuala Lumpur, Malaysia.
We are a product- and people-focused company passionate about growth, innovative technology, and collaboration.
Role Overview
We are looking for a Customer Service Associate to support our LATAM clients and customers. This role is ideal for someone based in Latin America who understands the needs, expectations, and behaviors of local customers across the region.
Our Customer Service team plays a critical role in delivering an excellent client experience by supporting customers across multiple channels, resolving issues efficiently, and identifying opportunities to improve processes and the overall client journey. The successful candidate will be fluent in both Spanish and Portuguese and will bring relevant experience from the FX/CFD industry or related sectors such as trading, crypto, iGaming, or other fast-paced financial services environments.
Key Responsibilities
- Provide timely, accurate, and professional support to customers through live chat, email, and phone.
- Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required.
- Deliver a high-quality customer experience in every interaction with clients.
- Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations.
- Follow established SOPs, internal guidelines, and service standards in daily operations.
- Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics.
- Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader.
- Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement.
- Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions.
- Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings.
- Attend and actively participate in team huddles, training sessions, and operational meetings.
- Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery.
- Embody Zeal Group’s core values in all interactions with customers and colleagues.
Requirements
- Diploma or Degree in any discipline.
- Minimum 3 plus years of experience in customer service, customer support, contact centre, or other client-facing roles.
- Must be based in LATAM and demonstrate strong understanding of local customer behaviour, service expectations, and market dynamics across the region.
- Fluency in Spanish and Portuguese, both written and spoken, is required; English proficiency will be an advantage.
- Prior experience in FX/CFD is preferred; candidates from trading, crypto, iGaming, fintech, and related financial services industries are also encouraged to apply.
- Proven ability to deliver excellent customer service, handle complaints, resolve issues, and manage escalations effectively.
- Strong communication, problem-solving, relationship management, and cross-functional collaboration skills.
- High attention to detail, strong process adherence, and the ability to work accurately within established SOPs and service standards.
- Ability to multitask in a fast-paced environment and manage customer interactions across chat, email, and phone channels.
- Proactive, adaptable, and resilient, with a strong sense of accountability and focus on KPI achievement.
- Willing to work shifts, weekends, and public holidays on a rotational basis