CS - Customer Service Associate (Thai Market) based in Malaysia

Zeal Group

  • Kuala Lumpur
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Native THAI Speaker to be based in Kuala Lumpur, MALAYSIAAbout Zeal GroupZeal 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 our Global Hub for Customer Service in Kuala Lumpur, Malaysia. We are a product and people focused company who are passionate about growth, innovative technology, and collaboration.RoleOur 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 expectationsWhat you will be doing :
  • Perform tele-sales and outbound calling activities
  • 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.
RequirementsWhat you will need :
  • 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 English and Thai language (verbal and written) is a must.
  • Must be able to work on shifts.
BenefitsRewards in return for your commitment :
  • Medical Benefit
  • Optical Benefit
  • Life Insurance
  • Health & Fitness Subsidy
  • Long Service Rewards
  • Work Anniversary Rewards
  • *Employment Pass and Visa Sponsorship
  • *Relocation Benefits
*NOTE : Successful candidates hired, will need to complete and pass the 3-weeks training before we submit for EP/Work Visa application. Candidate may need to leave the country during the EP processing before able to come in to Malaysia again.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 - 45mins

Zeal Group