Zeal Group is hiring a
Customer Service Associate in Egypt

Summary

The job is for a Customer Service Representative in the FX/Finance industry, responsible for handling customer enquiries, maintaining good customer experience, and adhering to key performance metrics. The role requires at least an 'O' Level/ Diploma/ Degree and 3 years of relevant experience.

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 Arabic language (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
• Perform in accordance with key performance metrics
• Contribute as a strong team player by going the extra miles to assist one another
• Adhere strongly 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

Benefits

• Medical Benefit
• Optical Benefit (yearly)
• Gym/Fitness Subside (monthly)
• Work From Home (1-day a week)
• Work From Anywhere Policy (T&C applies)