Job Description

:

• Respond to customer inquiries through various channels (calls, emails, live chat) in a timely and accurate manner.
• Conduct outbound calls and tele-sales activities when required.
• Follow Standard Operating Procedures (SOPs) and maintain high-quality service standards.
• Identify gaps or inefficiencies in processes and escalate or propose improvements to the Team Leader.
• Summarize and report common customer inquiries and trending issues daily.
• Pay attention to recurring or escalated concerns that may indicate underlying problems.
• Collaborate with Team Leaders to resolve complex cases and achieve win-win outcomes for both clients and the company.
• Participate in daily team huddles to share key updates, success stories, and lessons learned.
• Deliver an excellent customer experience in every interaction with professionalism, patience, and empathy.
• Stay updated through ongoing training, process updates, and campaign changes.
• Uphold ZFX's core values and demonstrate them consistently when interacting with clients and internal teams.

We Are Looking for Someone Who:

• Doesn't just follow instructions - but thinks, questions, and makes sound judgments.
• Doesn't just follow processes - but challenges and improves them.
• Doesn't just respond - but cares deeply about the customer experience.
• Doesn't just complete tasks - but learns, grows, and contributes to team progress.

Requirements:

• Diploma or Degree holder.
• Minimum 2-3 years of relevant experience in customer service or contact center roles.
• Experience in the Forex or Financial industry will be an added advantage.
• Strong multi-tasking, quick learning, problem-solving, and follow-through skills.
• Good comprehension, communication, and coordination abilities with a proactive mindset.
• Able to work on a rotational shift schedule, including weekends and public holidays.
• Proficiency in English and Indian languages (both written and spoken).

Benefits:
What we can offer you:

• Medical Benefit
• Optical Benefit
• Life Insurance
• Gym/Fitness Subsidy
• Long Service Rewards

Skills Required