Total 19 service centre manager job vacancies in Customer Service category in Malaysia

JOB BRIEF

1. We are looking for Service Advisor to join our team and act as a liaison between our customers and our Service technician’s
2. Service Advisor responsibilities include greeting customers, listening to their needs and scheduling appointments as needed. They may also include setting up loaner cars and verifying insurance before maintenance is scheduled.
3. Ultimately, you will need top provide with customers to understand their needs and provide our service technicians with the information required to provide excellent service.

JOB RESPONSIBILITIES.

1. To provide professional automobile advisory services to customers visiting the service center.
2. To issue job orders, check on progress of repair works, update of job control board and conduct final inspection prior to releasing the cars to the customers at the promised time
3. ⁠Ensure the customers are consulted and agree to any additional services to be performed
4. Manage and oversee the dealership’s workflow and schedule.
5. Call customers and advise them about service changes or vehicle pick-up time
6. Provide customers with information and advice on warranty protections, potential cost saving and the advantages of trading in versus fixing their vehicles
7. Answer question about service outcomes, schedule and book appointment, vehicle drop-off and vehicle pick-up
8. ⁠Maintaining customer relations and ensuring satisfactory service.
9. Any other tasks as assigned from time to time
10. Answer question about service outcomes, schedule and book appointment, vehicle drop-off and vehicle pick-up
11. Maintain positive customer relationship to ensure repeat business

JOB REQUIREMENT

1. Possess at least a Certificate/ Diploma/ Degree in Automotive/ Mechanical Engineering or equivalent.
2. Preferably with minimum 2 years relevant experience in automotive industry.
3. Service oriented with good communication skills.
4. Ability to speak multi-lingual is an added advantage.
5. Possess valid Car license.
6. Strong communication and interpersonal skills.
7. Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Perks & Benefits

• Nearby public transport
• Medical insurance
• Open culture

Requirements

• Fresh school leavers are encouraged to apply.
• Communicate fluently in English & Bahasa Malaysia
• Clear, simple & effective communication & good interpersonal skills.
• Computer literate, proficient in Ms. Excel.
• Hardworking, positive attitude and committed to work.
• Able to work independently with minimum supervision.
• Ability to work under pressure.

Responsibility

• Manage day to day operations in support of the Call Centre.
• Provide administration support; work closely with the team to ensure smooth flow of daily operation.
• Arranging Delivery of Good.
• Perform any other duties assigned from time to time.

Perks & Benefits

• Employee equity
• Nearby public transport
• Casual dress code
• Company trips
• Medical insurance
• Personal leave
• Open culture
• Personal development opportunities
• Paid training and development

Responsibility & Requirements

• Work with customers and vendors to arrange logistics movement.
• Handle shipping documentations and work with teammate to ensure customer satisfactions
• Able to accept new challenge for the work task.
• Responsible to confirm with clients and make records of shipment.

Perks & Benefits

• Nearby public transport
• Central location
• Casual dress code
• Company trips
• Medical insurance
• Personal leave

Summary: Daily routine which generally consists of handling emails, livechats and ad-hoc tasks in regards to clients’ request.

Responsibilities:

1. To communicate with partners by telephone or electronic medium for domain matter.
2. To escalate unresolved queries to designated departments for further investigation.
3. To obtain and examine all relevant information to assess the validity of inquiries and to determine possible causes, and to propose appropriate solutions.
4. To communicate progress and resolution of issues to internal and external customers.
5. To maintain accurate and quality response for ISO9001 audit and compliance purposes.
6. To familiarize with the prepared SOP on covered scenario on handling emails, processing pending orders, as well as answering generally inquiries.
7. To update daily listing for day to day operation according to the given requirement.

Requirements:

• Candidate must possess at least a Degree in any field.
• Fresh graduates are encouraged to apply.
• Required skills: Microsoft Office (Word, Excel, PowerPoint)
• Fluent in English and Mandarin for both oral and written to service our clients in Greater China regions.
• Able to work independently, strong work commitment, trustworthy, good team player with excellent communication and interpersonal skills & vigilant on calls waiting and helpdesk enquiry.
• Self-motivated, fast leaner, positive attitude, able to meet timeline and perform well under pressure.
• Willing to work on shift including weekend and public holiday. Allowance will be provided accordingly.

Perks & Benefits

• Commission and bonus
• Nearby public transport
• Flexible working hours
• Casual dress code
• Free snacks / Happy hours
• Regular team activities
• Company trips
• Medical insurance
• Personal leave
• Personal development opportunities
• Mental health coverage

工作簡介

1. 我們正在尋找服務顧問加入我們的團隊，並充當我們的客戶和我們的服務技術人員之間的聯絡人
2. 服務顧問的職責包括問候客戶、傾聽他們的需求以及根據需要安排預約。它們還可能包括在安排維護之前設置借用汽車並驗證保險。
3. 最終，您需要與客戶合作以了解他們的需求，並向我們的服務技術人員提供提供優質服務所需的資訊。

工作職責。

1. 為到訪服務中心的客戶提供專業的汽車諮詢服務。
2. 在承諾的時間將汽車交付給客戶之前，發出工作指示，檢查維修工作進度，更新工作控制板並進行最終檢查
3. ⁠確保諮詢客戶並同意要執行的任何附加服務
4. 管理和監督經銷商的工作流程和時間表。
5. 致電客戶並就服務變更或取車時間向他們提供建議
6. 為客戶提供有關保固保護、潛在成本節省以及以舊換新與維修車輛相比的優勢的資訊和建議
7. 回答有關服務結果、時間表和預約、還車和取車的問題
8. ⁠維護客戶關係並確保滿意的服務。
9. 不時分配的任何其他任務
10. 回答有關服務結果、時間表和預約、還車和取車的問題
11. 維持正面的客戶關係以確保回頭客

職位要求

1. 至少擁有汽車/機械工程證書/文憑/學位或同等學歷。
2. 最好具有至少 2 年汽車產業相關經驗。
3. 以服務為導向，具備良好的溝通能力。
4. 能夠講多種語言是一個額外的優勢。
5. 擁有有效的汽車執照。
6. 較強的溝通和人際交往能力。
7. 具備多工處理能力；包括靈活和快速適應變化的能力

津貼和福利

• 附近的公共交通
• 醫療保險
• 開放文化

职责和要求

• 與客戶和供應商合作安排物流活動。
• 處理運輸文件並與隊友合作確保顧客滿意度
• 能夠接受新的工作任務挑戰。
• 負責與客戶確認並做好出貨記錄。

津貼和福利

• 附近的公共交通
• 中心位置
• 休閒著裝要求
• 公司旅行
• 醫療保險
• 事假

摘要：日常工作通常包括處理電子郵件、即時聊天和根據客戶要求執行的臨時任務。

職責：

1. 透過電話或電子媒介與合作夥伴就領域事宜進行溝通。
2. 將未解決的問題回報給指定部門進行進一步調查。
3. 獲取並檢查所有相關信息，以評估詢問的有效性並確定可能的原因，並提出適當的解決方案。
4. 向內部和外部客戶傳達問題的進度和解決方案。
5. 為 ISO9001 審核和合規目的保持準確和高品質的回應。
6. 熟悉處理電子郵件、處理待處理訂單以及回答一般查詢的涵蓋場景中準備的 SOP。
7. 根據給定的要求更新日常操作的每日清單。

要求：

• 候選人必須至少擁有任何領域的學位。
• 鼓勵應屆畢業生申請。
• 所需技能： Microsoft Office（Word、Excel、PowerPoint）
• 精通英語和普通話的口語和書面語，為大中華地區的客戶提供服務。
• 能夠獨立工作，強烈的工作承諾，值得信賴，良好的團隊合作精神，具有出色的溝通和人際交往能力，並對呼叫等待和幫助台查詢保持警惕。
• 自我激勵，快速學習，態度積極，能夠按時完成任務並在壓力下表現良好。
• 願意輪班工作，包括週末和公共假期。將會給予相對應的補貼。

津貼和福利

• 佣金和獎金
• 附近的公共交通
• 彈性的工作時間
• 休閒著裝要求
• 免費小吃/歡樂時光
• 定期團隊活動
• 公司旅行
• 醫療保險
• 事假
• 個人發展機會
• 心理健康保險

• Responsible to ensure customer satisfaction in providing service information and enquiries, complaints and feedbacks are attended promptly in a professional manner.

• Handle inbound customers' inquiries & requests via voice & alternate channels (eg. Whatsapp, chat, email & SMS) regarding Products e.g billing inquiries, technical inquiries and general inquiries.

• To gather from the customer all the necessary information to fulfill their requirement and enter accurately into the appropriate system.

• Responsible to ensure customer’s satisfaction in form of courteous and prompt service and update customers with accurate information.

• Any other tasks as assigned by Supervisor.

Perks & Benefits

• Allowance (travel stipends, transportation, etc.)
• Nearby public transport
• Central location
• Flexible working hours
• Medical insurance
• Personal development opportunities
• Remote work flexibility

• 負責確保客戶滿意地提供服務訊息，並以專業的方式及時處理查詢、投訴和回饋。

• 透過語音和其他管道（例如Whatsapp、聊天、電子郵件和簡訊）處理入境客戶有關產品的查詢和請求，例如帳單查詢、技術查詢和一般查詢。

• 從客戶收集所有必要的資訊以滿足他們的要求並準確地輸入適當的系統。

• 負責以禮貌和及時的服務確保客戶滿意，並為客戶提供準確的資訊。

• 主管指派的任何其他任務。

津貼和福利

• 津貼（旅費、交通費等）
• 附近的公共交通
• 中心位置
• 彈性的工作時間
• 醫療保險
• 個人發展機會
• 遠距工作彈性

We are looking for a dedicated and proactive Customer Service Officer to join our team. In this role, you will be the first point of contact for our customers, ensuring that all inquiries are addressed promptly and professionally. You will monitor and analyze the performance of solar PV systems and resolve any issues that arise, all while maintaining strong customer relationships. Your ability to engage with clients and collaborate with internal teams will be essential in delivering outstanding service.

Key Responsibilities:

• Address customer inquiries promptly and professionally to ensure exceptional service that meets or exceeds expectations.
• Monitor and analyze the performance of solar PV systems on a daily basis.
• Resolve product or service problems by understanding customer complaints, identifying the cause, and providing optimal solutions.
• Maintain existing customer relationships to ensure continued business with the company.
• Prepare quotations and follow up with customers for acceptance.
• Prepare monthly performance reports of solar systems for customers.
• Collaborate with clients and technical teams to resolve project-related issues.
• Share valuable client feedback to enhance the company's customer-centric strategy across all departments by implementing action plans.
• Work closely with various departments to support initiatives and improve processes.
• Build and maintain long-term business relationships with new and existing customers.
• Organize and update all departmental documentation and customer records to ensure accessibility and accuracy.
• Demonstrate flexibility and adaptability in responding to changing business needs and priorities.

• Minimum Diploma/Advanced/Higher/Graduate Diploma, Bachelor’s Degree/Post Graduate Diploma in any field; Engineering background is an advantage.
• Proficiency in Bahasa Malaysia and English; Mandarin speaking is a plus, as interaction with Mandarin-speaking clients is required.
• Strong computer skills with good knowledge of Microsoft Office.
• Excellent communication skills with a customer and service-oriented attitude.
• Energetic and enthusiastic about interacting with people, with the ability to work effectively in a team.
• Self-motivated to learn, patient, and capable of handling multiple tasks independently.

Summary

To attend to inbound calls - inquiries, problems, and complains from the customers to resolve issues, providing excellent contact resolution, and performing outbound calls when necessary.

Job Description.

• Providing complete information about the product to the customer.
• Solving all product or service-related issues of the customers.
• Giving the right pitch to the potential customers, so they buy the product or availing the services.
• Keeping a proper record of the customers.
• Maintaining and updating the information of the customers regularly
• Providing the best possible solution to the queries of the customers

Job Requirements:

• Preferably with at least a Diploma or any equivalent certificate; and possibly considerably with at least a Sijil Pelajaran Malaysia (SPM) holder with relevant work experience in a Contact Centre environment or customer service experience.
• Ability to read, write, and converse fluently in English and Bahasa Malaysia.
• Able to work on rotational shifts including night shift (if and when required), weekends, and public holidays.
• Possess customer-focused customer service skills, with a desire to resolve each customer's issue.
• Strong interpersonal skills and ability to manage difficult customer situations.
• Possesses a good working attitude, self-motivation, good communication skills, teamwork, and ability to interact with various people at work.
• Punctual and disciplined.
• Basic computer skills in Windows environment and Microsoft Office applications including MS Outlook, Word, and Excel.

Working Conditions

• 24/7 shift scheduling (Must be open to flexible working shifts)
• Variable work schedule including work hours at night and weekends
• Overtime may be required
• For working location at Jalan Kolam Air Lama, Ampang, the candidate must possess their own transport

Remark

• Work Hours: 24/7 Shift working schedule (5 days weekly, 8 hours daily, 2 days off)
• Location: Jalan Kolam Air Lama, Ampang
• Malaysian Only
• 
  

Summary

To attend to inbound calls - inquiries, problems, and complaints from customers to resolve issues, providing excellent contact resolution, and performing outbound calls when necessary.

Job Description.

• Providing complete information about the product to the customer.
• Solving all product or service-related issues of the customers.
• Giving the right pitch to the potential customers, so they buy the product or availing the services.
• Keeping a proper record of the customers.
• Maintaining and updating the information of the customers regularly
• Providing the best possible solution to the queries of the customers

Job Requirements:

• Preferably with at least a Diploma or any equivalent certificate; and possibly considerably with at least a Sijil Pelajaran Malaysia (SPM) holder with relevant work experience in a Contact Centre environment or customer service experience.
• Ability to read, write, and converse fluently in English and Bahasa Malaysia.
• Able to work on rotational shifts including night shift (if and when required), weekends, and public holidays.
• Possess customer-focused customer service skills, with a desire to resolve each customer's issue.
• Strong interpersonal skills and ability to manage difficult customer situations.
• Possesses a good working attitude, self-motivation, good communication skills, teamwork, and ability to interact with various people at work.
• Punctual and disciplined.
• Basic computer skills in Windows environment and Microsoft Office applications including MS Outlook, Word, and Excel.

Working Conditions

24/7 shift scheduling (Must be open to flexible working shifts)

Variable work schedule including work hours at night and weekends

Overtime may be required

For working location at Jalan Kolam Air Lama, Ampang, the candidate must possess their transport

Remarks :-

Work Hours: 24/7 Shift working schedule (5 days weekly, 8 hours daily, 2 days off)

Location: Jalan Kolam Air Lama, Ampang

Malaysian Only

Summary

To attend to inbound calls - inquiries, problems, and complaints from customers to resolve issues, providing excellent contact resolution, and performing outbound calls when necessary.

Job Description.

• Providing complete information about the product to the customer.
• Solving all product or service-related issues of the customers.
• Giving the right pitch to the potential customers, so they buy the product or availing the services.
• Keeping a proper record of the customers.
• Maintaining and updating the information of the customers regularly
• Providing the best possible solution to the queries of the customers

Job Requirements:

• Preferably with at least a Diploma or any equivalent certificate; and possibly considerably with at least a Sijil Pelajaran Malaysia (SPM) holder with relevant work experience in a Contact Centre environment or customer service experience.
• Ability to read, write, and converse fluently in English and Bahasa Malaysia.
• Able to work on rotational shifts including night shift (if and when required), weekends, and public holidays.
• Possess customer-focused customer service skills, with a desire to resolve each customer's issue.
• Strong interpersonal skills and ability to manage difficult customer situations.
• Possesses a good working attitude, self-motivation, good communication skills, teamwork, and the ability to interact with various people at the work location
• Punctual and disciplined.
• Basic computer skills in Windows environment and Microsoft Office applications including MS Outlook, Word, and Excel.

Working Conditions

24/7 shift scheduling (Must be open to flexible working shifts)

Variable work schedule including work hours at night and weekends

Overtime may be required

For working location at Jalan Kolam Air Lama, Ampang, the candidate must possess their transport

Remarks: -

Work Hours: 24/7 Shift working schedule (5 days weekly, 8 hours daily, 2 days off)

Location: Jalan Kolam Air Lama, Ampang

• Malaysian Only

We are looking for a highly motivated Associate, AP Service Delivery (Direct) to join our growing team in Finance based in our shared service centre in our Malaysia Office.

Responsibilities: 

• Perform day to day invoices processing, 3-way matching for all incoming invoices and related documentation
• Review and verify the accuracy and completeness of all incoming invoices and related documentation received
• Ensure that all data is accurately input during processing
• Verify vendor accounts by reconciling monthly statements and related transactions
• Maintain accurate and organized records of all processed invoices and all related documentation
• Address discrepancies, errors, or issues with processing, and communicate with stakeholders  to resolve problems promptly
• Maintain positive relationships with all stakeholders and respond in a professional and timely manner
• Collaborate with various departments to obtain necessary approvals for non-standard invoices and all related documentation processing
• Adhere to company policies, accounting standards, and legal requirements in all accounts payable processes
• Stay informed about changes in regulations and contribute to compliance efforts
• Ad-hoc finance requests, projects or administrative support to the finance team

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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and Global Hub Customer Service in Kuala Lumpur, Malaysia. 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 :

• Reach out to customers via outbound calls, emails, and other channels to establish and maintain communication.
• Proactively engage with users to enhance platform loyalty and resolve any issues they encounter.
• Encourage users to complete account funding and other platform-related actions.
• Collaborate closely with other teams to ensure timely and comprehensive resolution of user inquiries.
• 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 in customer service / contact centre.
• Strong problem-solving skills with the ability to identify and address challenges independently.
• Excellent Mandarin communication skills to convey information accurately and understand customer needs.
• Customer-centric mindset, with the ability to think from the user’s perspective and provide tailored solutions.
• Adaptability to handle diverse situations and adjust strategies accordingly.
• Effective teamwork skills to work seamlessly with other departments.
• 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.
• 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
• Employment Pass and Visa Sponsorship *for Non- Malaysian
• Relocation Benefits *for Non-Malaysian

*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

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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and Global Hub Customer Service in Kuala Lumpur, Malaysia. 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 Team Leader to 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 :

• Lead and supervise a team of customer service representatives.
• Provide guidance, coaching, and support to ensure the team meets performance goals.
• Ensure the team adhere to the manuals, policies, and guidelines.
• Provide ongoing coaching and training to enhance the skills of team members.
• Facilitate training sessions for new hires and organize skill development programs.
• Handle escalated customer issues and complex problem-solving.
• Assist team members in resolving challenging customer situations.
• Stay informed about industry regulations affecting customer interactions.
• Serve as a communication link between the Assistant Manager and the customer service team.
• Communicate policies, updates, and changes from upper management to the team.
• Act as a point of contact for escalated customer issues that require higher-level intervention.
• Coordinate with other departments to ensure timely resolution of complex problems.
• Gather and analyze customer feedback received by the team.
• Implement strategies to address customer concerns and improve the overall customer.
• Instill ZFX Core Values into day-to-day operation.
• Timely feedback to team members and periodic updates to the Assistant Manager
• Ad hoc task delegated by the Manager or Assistant Manager.

What you will need :

• Candidate must possess at least Diploma/Degree.
• Minimum of 3 years of experience in Customers Service/ Operations with at least 1 year of experience in supervisory role
• Experience gained in FX/ Finance industry will be an advantage.
• Proficient in Microsoft Office (Words, Excel, PowerPoint).
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Fluency in English and Vietnamese language (verbal and written) is a must.
• Must be able to work on shifts.

Rewards in return for your commitment :

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Work Anniversary Rewards
• *Employment Pass and Visa Sponsorship (for Native language speakers)
• *Relocation Benefits (for Native language speakers)

*NOTE : Successful candidates hired, will need to complete Mandatory Training & Probationary Period before Relocation exercise can take place. This process may take anything from 1 month to 6 months.

Interview process :

• Pre-Call session with the TA team – 30 minutes
• 1st Interview session with Hiring Manager – 1 hour
• Final Interview session with Head of CS - 45mins

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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and Global Hub Customer Service in Kuala Lumpur, Malaysia. 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 Team Leader to 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 :

• Lead and supervise a team of customer service representatives.
• Provide guidance, coaching, and support to ensure the team meets performance goals.
• Ensure the team adhere to the manuals, policies, and guidelines.
• Provide ongoing coaching and training to enhance the skills of team members.
• Facilitate training sessions for new hires and organize skill development programs.
• Handle escalated customer issues and complex problem-solving.
• Assist team members in resolving challenging customer situations.
• Stay informed about industry regulations affecting customer interactions.
• Serve as a communication link between the Assistant Manager and the customer service team.
• Communicate policies, updates, and changes from upper management to the team.
• Act as a point of contact for escalated customer issues that require higher-level intervention.
• Coordinate with other departments to ensure timely resolution of complex problems.
• Gather and analyze customer feedback received by the team.
• Implement strategies to address customer concerns and improve the overall customer.
• Instill ZFX Core Values into day-to-day operation.
• Timely feedback to team members and periodic updates to the Assistant Manager
• Ad hoc task delegated by the Manager or Assistant Manager.

What you will need :

• Candidate must possess at least Diploma/Degree.
• Minimum of 3 years of experience in Customers Service/ Operations with at least 1 year of experience in supervisory role
• Experience gained in FX/ Finance industry will be an advantage.
• Proficient in Microsoft Office (Words, Excel, PowerPoint).
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Fluency in English and Indonesian language (verbal and written) is a must.
• Must be able to work on shifts.

Rewards in return for your commitment :

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Work Anniversary Rewards
• *Employment Pass and Visa Sponsorship (for Native language speakers)
• *Relocation Benefits (for Native language speakers)

*NOTE : Successful candidates hired, will need to complete Mandatory Training & Probationary Period before Relocation exercise can take place. This process may take anything from 1 month to 6 months.

Interview process :

• Pre-Call session with the TA team – 30 minutes
• 1st Interview session with Hiring Manager – 1 hour
• Final Interview session with Head of CS - 45mins

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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and Global Hub Customer Service in Kuala Lumpur, Malaysia. 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 Team Leader to 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 :

• Lead and supervise a team of customer service representatives.
• Provide guidance, coaching, and support to ensure the team meets performance goals.
• Ensure the team adhere to the manuals, policies, and guidelines.
• Provide ongoing coaching and training to enhance the skills of team members.
• Facilitate training sessions for new hires and organize skill development programs.
• Handle escalated customer issues and complex problem-solving.
• Assist team members in resolving challenging customer situations.
• Stay informed about industry regulations affecting customer interactions.
• Serve as a communication link between the Assistant Manager and the customer service team.
• Communicate policies, updates, and changes from upper management to the team.
• Act as a point of contact for escalated customer issues that require higher-level intervention.
• Coordinate with other departments to ensure timely resolution of complex problems.
• Gather and analyze customer feedback received by the team.
• Implement strategies to address customer concerns and improve the overall customer.
• Instill ZFX Core Values into day-to-day operation.
• Timely feedback to team members and periodic updates to the Assistant Manager
• Ad hoc task delegated by the Manager or Assistant Manager.

What you will need :

• Candidate must possess at least Diploma/Degree.
• Minimum of 3 years of experience in Customers Service/ Operations with at least 1 year of experience in supervisory role
• Experience gained in FX/ Finance industry will be an advantage.
• Proficient in Microsoft Office (Words, Excel, PowerPoint).
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Fluency in English and Mandarin language (verbal and written) is a must.
• Must be able to work on shifts.

Rewards in return for your commitment :

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Work Anniversary Rewards
• *Employment Pass and Visa Sponsorship (for Native language speakers)
• *Relocation Benefits (for Native language speakers)

*NOTE : Successful candidates hired, will need to complete Mandatory Training & Probationary Period before Relocation exercise can take place. This process may take anything from 1 month to 6 months.

Interview process :

• Pre-Call session with the TA team – 30 minutes
• 1st Interview session with Hiring Manager – 1 hour
• Final Interview session with Head of CS - 45mins

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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and Global Hub Customer Service in Kuala Lumpur, Malaysia. 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 :

• Assist in developing and nurturing relationships with IB partners by providing day-to-day support and guidance.
• Coordinate and facilitate the onboarding process for new IB partners, ensuring smooth integration.
• Monitor and track IB performance metrics, preparing reports and insights for program improvements.
• Collaborate with the marketing team to execute promotional campaigns targeted at IBs and their clients.
• Plan, organize, and coordinate events and activities aimed at engaging IB partners, including webinars, networking sessions, and recognition programs.
• Assist in developing and managing PR communication strategies to keep IB partners informed and engaged, including newsletters, updates, and announcements.
• Address inquiries and resolve issues for IB partners promptly, ensuring satisfaction and maintaining professional relationships.
• Support the compliance team in monitoring adherence to industry regulations and internal policies.
• Contribute to the creation and maintenance of a strong IB pipeline by actively identifying and engaging potential partners.

Experience & Skills:

• Candidate must possess at least a Diploma/Bachelor’s degree in Finance, Business, Marketing, Communications, or a related field (preferred but not mandatory for candidates with relevant experience).
• 1–2 years of experience in IB services, Forex, financial services, event management, or public relations will be an advantage
• Basic understanding of the Forex and fintech markets, with a willingness to learn and grow in the role.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
• Excellent communication skills, both written and verbal, with a customer-oriented mindset.
• Experience in event planning and coordination, as well as public relations or communications, is a strong advantage.
• Familiarity with data analysis tools or CRM systems is an advantage.
• Knowledge of regulatory compliance in financial services is a plus.
• Must be able to work on shifts.
• Mandarin language proficiency is mandatory.

• 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

*NOTE : Successful candidates hired, will need to complete Mandatory Training & 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