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Zeal Group
CS - Operations Associate (Mandarin Speaking)
2 months ago | 97 views | Be the first one to apply

CS - Operations Associate (Mandarin Speaking)

Full-time
Kuala Lumpur

About the company

Join Zeal Group, the award-winning FinTech Trading Platform and Trading Service provider. Our portfolio of regulated financial institutions and fintech companies is backed by a global team of 700+ professionals with headquarters in the UK and 22 offices worldwide. As a leading online trading provider for FX, commodities, precious metals, and CFD, we facilitate an estimated monthly trading volume of USD 100B by retail investors, traders, and institutions.

Job Summary

What you will be doing :

šŸ“Process daily operational requests from customers on a timely and accurate manner. šŸ“Responsible in completing daily operational requests and working with respective stakeholders to process required actions. šŸ“Strong follow through on customer requests and managing customerā€™s expectations. šŸ“Perform in accordance with key performance metrics and contribute as a strong team player by going the extra miles to assist one another. šŸ“Strong adherence to SOPs / manuals when performing daily tasks. šŸ“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. šŸ“Excel in daily tasks by keeping up to date on training and updates on changes to processes / systems / campaigns. šŸ“Pay attention to issues or concerns that require escalation to resolve which may indicate a larger underlying problem. šŸ“Manage customerā€™s expectation by escalating complex enquiries to Team Leader to explore win-win solutions for both customers and ZFX. šŸ“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. šŸ“Responsible to provide good customer experience on every interaction with clients. šŸ“Embrace ZFX core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.

Requirements

šŸ“Experience & Skills: šŸ“Candidate must possess at least a Diploma/Degree. šŸ“At least 1 to 3 years of relevant experience on operations processing in customer service/ contact centre environment. šŸ“Experience gained in Forex/Trading industry will be an added advantage. šŸ“Able to multi-task, fast learner, good follow through, problem solving skill, good comprehension, customer relations and proactive mindset. šŸ“Fluency in English and Mandarin (verbal and written) is a must. šŸ“Must be able to work on shifts.

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