Customer Service Associate

Summary

The job is for a Customer Service Associate in the Mandarin speaking market for Zeal Group's China operations. The role involves handling customer enquiries, improving the customer experience, and adhering to SOPs. The candidate should have at least a diploma/degree, 1-3 years of relevant experience in customer service or contact center, and fluency in English and Mandarin.

Requirements

• Candidate must possess at least a Diploma/Degree
• At least 1 to 3 years of relevant experience in customer service / contact centre
• 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, Mandarin (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 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

Benefits

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Employment Pass and Visa Sponsorship *for Non-Malaysian
• Relocation Benefits *for Non-Malaysian