Remote Customer Service Associate

Summary

Join our Customer Service team at Zeal Group, a FinTech organisation offering various products and services. We are looking for a Customer Service Associate to bridge gaps between customers and products, providing a seamless experience while continuously improving.

Requirements

• Candidate must possess at least “O” Level/ Diploma/ Degree
• At least 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
• Fluent in English and Japanese (verbal and written) is a must
• Must be able to work on shifts

Responsibilities

• Provide response to all customer enquiries (online chats, emails and calls) on timely and accurate manner in English and Japanese
• 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
• 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

Benefits

• Medical Benefit
• Optical Benefit
• Life Insurance
• Performance Bonus
• Work From Home (Wednesdays)
• Work From Home / Anywhere Policy (T&C applies)
• Staff Referral Bonus Program