Native THAI Speaker to be based in Kuala Lumpur, MALAYSIA
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 and looking for somebody who has that client centric/ proactive approach.
What you will be doing :
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
Requirements
What you will need :
Candidate must possess at least Degree
At least 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
Must be able to work on shifts
Fluency in English and Thai language (verbal and written) is a must
FRESH GRADS are still encouraged to apply
Benefits
Rewards in return for your commitment :
Medical Benefit
Optical Benefit
Life Insurance
Meal Allowance (T&C Applies)
Travel Allowance (T&C Applies)
Health & Fitness Subsidy (T&C Applies)
Staff Referral Bonus Program (T&C Applies)
Long Service Rewards (T&C Applies)
Work Anniversary Rewards (T&C Applies)
*Employment Pass and Visa Sponsorship
*Relocation Benefits
NOTE : Successful candidates hired, will need to complete Probationary Period before Relocation exercise can take place. This process may take anything from 3 months to 6 months
Interview process :
Pre-Call session with the TA team - 30 minutes
1st Interview session with Hiring Manager - 1 hour
