Job Description

About Zeal GroupZeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a tam of 700+ employees across the globe. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and Global Hub Customer Service in Kuala Lumpur, Malaysia. We are a product and people focused company who are passionate about growth, innovative technology, and collaboration.RoleOur 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 Team Leader to 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.What you will be doing :

• Lead and supervise a team of customer service representatives.
• Provide guidance, coaching, and support to ensure the team meets performance goals.
• Ensure the team adhere to the manuals, policies, and guidelines.
• Provide ongoing coaching and training to enhance the skills of team members.
• Facilitate training sessions for new hires and organize skill development programs.
• Handle escalated customer issues and complex problem-solving.
• Assist team members in resolving challenging customer situations.
• Stay informed about industry regulations affecting customer interactions.
• Serve as a communication link between the Assistant Manager and the customer service team.
• Communicate policies, updates, and changes from upper management to the team.
• Act as a point of contact for escalated customer issues that require higher-level intervention.
• Coordinate with other departments to ensure timely resolution of complex problems.
• Gather and analyze customer feedback received by the team.
• Implement strategies to address customer concerns and improve the overall customer.
• Instill ZFX Core Values into day-to-day operation.
• Timely feedback to team members and periodic updates to the Assistant Manager
• Ad hoc task delegated by the Manager or Assistant Manager.

RequirementsWhat you will need :

• Candidate must possess at least Diploma/Degree.
• Minimum of 3 years of experience in Customers Service/ Operations with at least 1 year of experience in supervisory role
• Experience gained in FX/ Finance industry will be an advantage.
• Proficient in Microsoft Office (Words, Excel, PowerPoint).
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Fluency in English and Mandarin language (verbal and written) is a must.
• Must be able to work on shifts.

BenefitsRewards in return for your commitment :

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Work Anniversary Rewards
• *Employment Pass and Visa Sponsorship (for Native language speakers)
• *Relocation Benefits (for Native language speakers)

*NOTE : Successful candidates hired, will need to complete Mandatory Training & Probationary Period before Relocation exercise can take place. This process may take anything from 1 month 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

Zeal Group