Customer Service Operation Associate (China Market)

We are hiring for an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe Our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hubs located in Cyprus and Netherlands We are a product and people focused company who are passionate about growth, innovative technology, and collaboration

What you will be doing:

Process daily operational requests from customers on a timely and accurate manner.

Responsible in completing daily operational requests and working with respective stakeholders to process required actions.

Strong follow through on customer requests and managing customer's expectations.

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.

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 a, O Levels/ Diploma/ Degree.

At least 1 year of relevant experience on operations processing in customer service/ contact centre environment.

Experience gained in FX/Finance industry will be an added advantage.

Able to multi-task, eye for details, 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:

Medical Benefit

Life Insurance

Optical Benefit (yearly)

Meal Allowance (monthly)

Travel Allowance (monthly)

Gym/Fitness Subside (monthly)

Work From Home (1-day a week)

Work From Anywhere Policy (T&C applies)

Full Employment Pass and Work Visa coverage

Interview process:

Virtual meet with a member of the TA team 30 minutes

Virtual meet with hiring manager 1 hour

Final interview with CO-CEO and/ or CEO 1 hour