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.
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.
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
- Final Interview session with Head of CS - 45mins