Bilingual Customer Support Associate (Mandarin/English)

Zealgroup; Kuala Lumpur; On-site; MYR 33,000 - 58,000; Full time

Benefits offered by this job

Life Insurance

Medical Coverage

Job summary

Zeal Group is seeking a Customer Service Associate in Malaysia to bridge gaps between customers and our products, ensuring a smooth client journey and continuously exceeding expectations. You will respond to inquiries via chat, email, and phone, adhering to SOPs and collaborating with the team to resolve issues.

The role requires 2-3 years in customer service, Mandarin and English fluency, and the ability to work shifts.

Qualifications

• Candidate must possess at least Diploma/Degree.
• At least 2 - 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.

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.
• Embrace ZFX core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.

Skills

Multi-tasking

Fast learner

Problem solving

Follow-through

Customer relations

Proactive mindset

Education

Diploma/Degree

Job description

Zeal Group is seeking a Customer Service Associate in Malaysia to bridge gaps between customers and our products, ensuring a smooth client journey and continuously exceeding expectations. You will respond to inquiries via chat, email, and phone, adhering to SOPs and collaborating with the team to resolve issues.

The role requires 2-3 years in customer service, Mandarin and English fluency, and the ability to work shifts.