Customer Service Representative

Salary undisclosed

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Customer Service Associate (China Market)

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 “O” Level/ Diploma/ Degree.
At least 3 years of relevant experience in customer service / contact centre. preferably from China)
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.
Fluent in verbal & written both English and Mandarin

What we can offer you: