Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a tam 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 Global Hub Customer Service in Kuala Lumpur, Malaysia. We are a product and people focused company who are passionate about growth, innovative technology, and collaboration.
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 Team Leader to 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.
What you will be doing :
Lead and supervise a team of customer service representatives
Provide guidance, coaching, and support to ensure the team meets performance goals
Ensure the team adhere to the manuals, policies, and guidelines
Provide ongoing coaching and training to enhance the skills of team members
Facilitate training sessions for new hires and organize skill development programs
Handle escalated customer issues and complex problem-solving
Assist team members in resolving challenging customer situations
Stay informed about industry regulations affecting customer interactions
Serve as a communication link between the Assistant Manager and the customer service team
Communicate policies, updates, and changes from upper management to the team
Act as a point of contact for escalated customer issues that require higher-level intervention
Coordinate with other departments to ensure timely resolution of complex problems
Gather and analyze customer feedback received by the team
Implement strategies to address customer concerns and improve the overall customer
Instill ZFX Core Values into day-to-day operation
Timely feedback to team members and periodic updates to the Assistant Manager
Ad hoc task delegated by the Manager or Assistant Manager
Requirements
What you will need :
Candidate must possess at least Diploma/Degree
Minimum of 3 years of experience in Customers Service/ Operations with at least 1 year of experience in supervisory role
Experience gained in FX/ Finance industry will be an advantage
Proficient in Microsoft Office (Words, Excel, PowerPoint)
Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment
Fluency in English and Mandarin language (verbal and written) is a must
Must be able to work on shifts
Benefits
Rewards in return for your commitment :
Medical Benefit
Optical Benefit
Life Insurance
Meal Allowance
Travel Allowance
Health & Fitness Subsidy
Staff Referral Bonus Program
Long Service Rewards
Work Anniversary Rewards
*Employment Pass and Visa Sponsorship (for Native language speakers)
*Relocation Benefits (for Native language speakers)
NOTE : Successful candidates hired, will need to complete Mandatory Training & Probationary Period before Relocation exercise can take place. This process may take anything from 1 month to 6 months
Interview process :
Pre-Call session with the TA team - 30 minutes
1st Interview session with Hiring Manager - 1 hour
