MY - Customer Service Associate (Mandarin Speaker)

Zeal Group; Kuala Lumpur; On-site; MYR 33,480 - 50,220; Full time

Benefits offered by this job

Life Insurance

Medical Coverage

Job summary

A leading service provider in Kuala Lumpur seeks a Customer Service Associate to support clients with products and services. The ideal candidate will have a Diploma or Degree, 2-3 years of relevant experience, and fluency in Mandarin and English. Responsibilities include providing timely responses to customer enquiries, adhering to SOPs, and managing customer expectations. The role requires working in shifts and the company offers benefits such as life insurance and medical coverage.

Qualifications

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

Responsibilities

• Provide timely and accurate responses to all customer enquiries via online chats, emails, and calls.
• Work according to key performance metrics and support the team.
• Identify and escalate issues requiring resolution.

Skills

Fluency in Mandarin

Fluency in English

Problem-solving

Multi-tasking

Proactive communication

Education

Diploma or Degree

Job description

MY - Customer Service Associate (Greater China)

Zeal Group Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Role: Our Customer Service department at Zeal Group supports clients with products and services, filling gaps and friction points to improve the product experience. We need a Customer Service Associate to bridge visible gaps between customers and products, aiming for a seamless, continuously improving journey and exceeding customer expectations.

Responsibilities

• Provide timely and accurate responses to all customer enquiries via online chats, emails and calls.
• Work according to key performance metrics and support the team by going the extra mile.
• Adhere strictly to SOPs and manuals when performing daily tasks.
• Escalate gaps or shortcomings in existing processes to the team leader.
• Highlight top enquiries and common issues for the day.
• Stay current with training and updates on process, system, and campaign changes.
• Identify and escalated issues requiring resolution that may signal broader problems.
• Manage customer expectations by escalating complex enquiries to the Team Leader for win‑win solutions.
• Attend and participate in daily huddles to review highlights, updates, successes, and learning points.
• Deliver a positive customer experience on every interaction.
• Embrace ZFX core values and embed them into day‑to‑day tasks when serving clients and interacting with internal stakeholders.

Requirements

• At least a Diploma or Degree.
• 2–3 years of relevant customer service or contact centre experience.
• Experience in the FX/Finance industry is an advantage.
• Ability to multi‑task, learn quickly, follow through, solve problems, and communicate with customers proactively.
• Fluency in Mandarin and English (verbal and written) is mandatory.
• Willingness to work in shifts.

Benefits

• Life Insurance
• Medical Coverage