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.
Responsibilities :
- 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
- Candidate must possess at least Diploma/Degree.
- At least 2 - 3 years of relevant experience in customer service / contact centre.
- Experience gained in FX/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.
- Fluency in Mandarin and English (verbal and written) is a must.
- Must be able to work on shifts.
Benefits
- Life Insurance
- Medical Coverage