CS - Operations Associate (Mandarin Speaking)

Customer Service OPS Associate (Mandarin Speaking)

About Zeal Group

Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a tam of 700+ employees across the globe 🌎

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

What you will be doing :

• Process daily operational requests from customers on a timely and accurate manner.
• Responsible in completing daily operational requests and working with respective stakeholders to process required actions.
• Strong follow through on customer requests and managing customer’s expectations.
• 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.

Experience & Skills:

• Candidate must possess at least a Diploma/Degree.
• At least 1 to 3 years of relevant experience on operations processing in customer service/ contact centre environment.
• Experience gained in Forex/Trading 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 English and Mandarin (verbal and written) is a must.
• Must be able to work on shifts.

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards

*NOTE : Successful candidates hired, will need to complete Probationary Period before Relocation exercise can take place.

Interview process :

• Virtual Session with TA team – 30-minutes
• First interview with Hiring Manager – 1-hour
• Final interview with Head of Dept – 45-mins