CS - Customer Service Team Leader (Greater China Market)

Zeal Group; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Service Team Leader to enhance client experiences and bridge gaps in service. This role involves leading a dynamic team, providing training, and resolving complex customer issues. With a focus on continuous improvement, you will ensure that customer expectations are not just met but exceeded. Join a growing FinTech organization where your leadership will directly impact customer satisfaction and operational excellence. If you're passionate about customer service and ready to take on a leadership role in a vibrant environment, this opportunity is perfect for you.

Benefits

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

Qualifications

• 3+ years in Customer Service with 1+ year in a supervisory role.
• Fluency in English and Mandarin is essential.

Responsibilities

• Lead and supervise a team of customer service representatives.
• Handle escalated customer issues and ensure timely resolution.

Skills

Customer Service Management

Coaching and Training

Problem-Solving

Communication Skills

Fluency in English and Mandarin

Multi-tasking

Education

Diploma/Degree

Tools

Microsoft Office

Job description

About Zeal Group

Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team 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 is the supportive function that helps our clients with products and services. Ultimately they are here to fill in the gaps and 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, 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 adheres 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 experience.
• Instill ZFX Core Values into day-to-day operations.
• Provide timely feedback to team members and periodic updates to the Assistant Manager.
• Perform ad hoc tasks delegated by the Manager or Assistant Manager.

What you will need :

• Candidate must possess at least a Diploma/Degree.
• Minimum of 3 years of experience in Customer Service/Operations with at least 1 year of experience in a supervisory role.
• Experience gained in the FX/Finance industry will be an advantage.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Fluency in English and Mandarin (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 the 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 - 45 minutes