CS - Customer Care Associate (Greater China)
Full-time
Others/Any
Kuala Lumpur, Federal Territory of
1 day ago
About Zeal GroupZeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a tam of 700+ em..
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 :
- Compliance to customer care policies, procedures and regulations to ensure a satisfied customer base.
- Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs.
- Handle tough or complex customer issues by analysing complaint root causes to come up with solution effective in addressing customer complaints
- Resolve complaints by adhering to complaints management policy and methodology, within the agreed turnaround time.
- Maintain proper record of all customer care operation and activities for reference purposes.
- Support survey implementation to determine the opinion of customers regarding their satisfaction on customer complaint management.
- Strong products and services knowledge and understanding of SOPs/ manuals to assist on escalated complaints.
- Work closely with cross departmental stakeholders to gather information or solution to resolve complaints.
- Communicate key learnings to relevant parties to fix the process and to avoid repeat of similar complaints
- Ability to empathize with customers and listen to customers patiently during escalation case management.
- Assist Customer Service to respond to customer enquiries during peak volume and when needed.
Experience & Skills:
- Candidate must possess at least a Diploma/Degree.
- At least 5 years of relevant experience on managing complaints in customer service / contact centre environment.
- Experience gained in Forex/Trading industry will be an added advantage.
- Able to multi-task, patience, great sense of urgency, empathize with customers, good follow through, problem solving skill, investigative mind, customer relations, resourceful and proactive mindset.
- Fluency in English, 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
- 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
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