MY - CS - Customer Service & Operations Support Specialist

Zeal Group; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Life Insurance

Team Building

Job summary

Zeal Group in Kuala Lumpur is seeking a Customer Service/Operations Associate to deliver professional customer support across live chat, phone, email, and ticketing channels. You will ensure timely issue resolution, follow established SOPs, and assist with operational requests to maintain service quality.

The role requires 1+ year of relevant experience, strong English and Mandarin communication, and willingness to work rotating shifts including weekends.

Qualifications

• Diploma or Bachelor's degree in any field.
• At least one year of relevant customer service or operations experience is preferred.
• Strong communication, empathy, problem-solving, time-management and multitasking skills.
• Detail-oriented, responsible and able to make accurate judgments based on established procedures and available information.
• Comfortable working with multiple systems and able to learn new products, processes and tools quickly.
• Strong awareness of customer privacy, information security, operational risk and regulatory compliance.
• Willing and able to work rotating shifts, including weekends, public holidays and overnight shifts.
• Excellent verbal and written communication skills in English and Mandarin. Additional language skills are an advantage.

Responsibilities

• Provide professional and timely customer support through live chat, phone, email, ticketing systems and other designated channels.
• Accurately identify customer needs, investigate issues and provide clear and appropriate solutions in accordance with established procedures.
• Aim to resolve customer enquiries at the first point of contact. Escalate complex cases accurately and follow up with internal teams or external service partners until closure within the required SLA.
• Handle customer complaints professionally, keep customers informed of progress and support the restoration of the customer experience.
• Review and process customer and operational requests in accordance with established SOPs, approval requirements and authorization limits.
• Handle authorized operational matters that customers or business partners are unable to complete independently, ensuring that all actions are accurate, timely, compliant and properly recorded.
• Identify suspicious, unusual or high-risk cases and elevate them promptly to the relevant Risk, Compliance, Payment or other responsible teams.
• Provide constructive feedback on recurring customer issues, tools, systems and procedures to improve service efficiency and customer experience.
• Flexibly support customer service and operational tasks based on business volume, priority and shift arrangements.
• Perform other reasonable duties assigned by management within the scope of the role.

Skills

Communication

Empathy

Problem-solving

Time management

Multitasking

Education

Diploma or Bachelor's degree

Job description

• Provide professional and timely customer support through live chat, phone, email, ticketing

  systems and other designated channels.

  通过在线聊天、电话、邮件、工单系统及其他指定渠道，为客户提供专业、及时的服务。

• Accurately identify customer needs, investigate issues and provide clear and appropriate

  solutions in accordance with established procedures.

  准确识别客户需求、调查问题，并按照既定流程提供清晰且适当的解决方案。

• Aim to resolve customer enquiries at the first point of contact. Escalate complex cases

  accurately and follow up with internal teams or external service partners until closure within

  the required SLA.

  以首次解决客户问题为目标；对于复杂问题，应准确升级，并持续协调内部团队或外部服务伙伴，

  确保在规定SLA内完成闭环。

• Handle customer complaints professionally, keep customers informed of progress and

  support the restoration of the customer experience.

  专业受理客户投诉，及时向客户同步处理进展，并协助修复客户体验。

• Review and process customer and operational requests in accordance with established SOPs,

  approval requirements and authorization limits.

  按照既定SOP、审批要求及授权范围，审核并处理客户及运营业务申请。

• Handle authorized operational matters that customers or business partners are unable to

  complete independently, ensuring that all actions are accurate, timely, compliant and

  properly recorded.

  处理客户或业务合作伙伴无法自主完成的授权运营事项，确保相关操作准确、及时、合规，并保留

  完整记录。

• Identify suspicious, unusual or high-risk cases and elevate them promptly to the relevant

  Risk, Compliance, Payment or other responsible teams.

  识别可疑、异常或高风险事项，并及时升级至风控、合规、支付或其他相关责任团队。

• Provide constructive feedback on recurring customer issues, tools, systems and procedures

  to improve service efficiency and customer experience.

  针对重复出现的客户问题、工具、系统及流程提出建设性反馈，推动服务效率和客户体验改善。

• Flexibly support customer service and operational tasks based on business volume, priority

  and shift arrangements.

  根据业务量、优先级及排班安排，灵活承接客户服务与运营支持工作。

• Perform other reasonable duties assigned by management within the scope of the role.

  完成管理层安排的其他与本岗位职责相关的合理工作。

Diploma or Bachelor's degree in any field.

大专或本科及以上学历，专业不限。

• At least one year of relevant customer service or operations experience is preferred.

  Experience in financial services, fintech or online trading is an advantage.

  有至少一年客服或运营相关经验者优先；具备金融、金融科技或在线交易行业经验者更佳。

• Strong communication, empathy, problem-solving, time-management and multitasking

  skills.

  具备良好的沟通能力、同理心、问题解决能力、时间管理能力及多任务处理能力。

• Detail-oriented, responsible and able to make accurate judgments based on established

  procedures and available information.

  工作细致、责任心强，能够根据既定流程及现有信息作出准确判断。

• Comfortable working with multiple systems and able to learn new products, processes and

  tools quickly.

  能够熟练操作多个系统，并快速学习新的产品、流程及工具。

• Strong awareness of customer privacy, information security, operational risk and regulatory

  compliance.

  具备良好的客户隐私、信息安全、运营风险及合规意识。

• Willing and able to work rotating shifts, including weekends, public holidays and overnight

  shifts.

  能够接受轮班安排，包括周末、公共假期及夜班。

• Excellent verbal and written communication skills in English and Mandarin. Additional

  language skills are an advantage.

  具备优秀的中英文口头及书面沟通能力；掌握其他语言者优先。

• Life Insurance
• Team Building