Customer Service Associate (Japanese Speaking)

About Zeal Group Zeal 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 Our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus 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 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. Requirements What you will be doing

• Provide response to all customer enquiries (online chats, emails and calls) on timely and accurate manner in English and Japanese
• 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
• 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

• Candidate must possess at least "O" Level/ Diploma/ 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.
• Fluent in English and Japanese (verbal and written) is a must.
• Must be able to work on shifts.

• Medical Benefit
• Optical Benefit
• Life Insurance
• Performance Bonus
• Work From Home (Wednesdays)
• Work From Home / Anywhere Policy (T&C applies)
• Staff Referral Bonus Program

• Virtual meet with a member of the TA team - 30 minutes
• Virtual meet with hiring manager - 1 hour
• Final interview with CO-CEO and/ or CEO - 1 hour
• Please note the interview stages above may vary depending on seniority level of the position. *