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 :
šProcess daily operational requests from customers on a timely and accurate manner. šResponsible in completing daily operational requests and working with respective stakeholders to process required actions. šStrong follow through on customer requests and managing customerās expectations. šPerform in accordance with key performance metrics and contribute as a strong team player by going the extra miles to assist one another. šStrong adherence to SOPs / manuals when performing daily tasks. šEscalate to team leader upon detection of gaps/ shortcomings on the existing processes. Highlight top enquiries from customers and any common issues for the day. šExcel in daily tasks by keeping up to date on training and updates on changes to processes / systems / campaigns. šPay attention to issues or concerns that require escalation to resolve which may indicate a larger underlying problem. šManage customerās expectation by escalating complex enquiries to Team Leader to explore win-win solutions for both customers and ZFX. šAttend and participate in daily huddle to understand key highlights on area of focus, new updates, what went well and learning points from previous day. šResponsible to provide good customer experience on every interaction with clients. šEmbrace ZFX core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.
Requirements
šExperience & Skills: šCandidate must possess at least a Diploma/Degree. šAt least 1 to 3 years of relevant experience on operations processing in customer service/ contact centre environment. šExperience gained in Forex/Trading industry will be an added advantage. šAble to multi-task, fast learner, good follow through, problem solving skill, good comprehension, customer relations and proactive mindset. šFluency in English and Mandarin (verbal and written) is a must. šMust be able to work on shifts.