MY - Customer Service Associate (Mandarin Speaker)

Zeal Group; Kuala Lumpur; On-site; MYR 33,480 - 55,800; Full time

Benefits offered by this job

Life Insurance

Medical Coverage

Job summary

A financial services company in Kuala Lumpur seeks a Customer Service Associate to enhance client experiences. This role involves responding to customer enquiries through chats, emails, and calls efficiently. The ideal candidate should possess a diploma, have 2-3 years in customer service, and fluency in Mandarin and English. Additional benefits include life insurance and medical coverage.

Qualifications

• 2 - 3 years of relevant experience in customer service or contact centre.
• Experience in FX/Finance industry is an advantage.
• Must be able to work on shifts.

Responsibilities

• Provide timely and accurate responses to customer enquiries.
• Perform as a strong team player and assist colleagues.
• Escalate issues to team leader as needed.
• Highlight top customer enquiries and common issues.

Skills

Customer relations

Problem solving

Fluency in Mandarin

Fluency in English

Multi-tasking

Education

Diploma/Degree

Job description

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.

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.

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.
• Fluency in Mandarin and English (verbal and written) is a must.
• Must be able to work on shifts.

Benefits

• Life Insurance
• Medical Coverage