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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
School Certificate / N or O-Level, Diploma, Bachelors/ Degree
Role:Operations Manager
Industry:FinTech
Function:Customer Service/Call Centre/BPO
Job Type:Permanent Job
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Date Posted: 23/07/2024
Job ID: 86049813
JP Caliber is a Malaysian incorporated organization establish organization which has won investors who support the growth of Malaysian companies towards building talent pipeline of opportunities and supporting our establish clients with Technology infrastructure . JP Caliber is specialized in Tech and Digital, Finance and Functional Support roles.
At JP Caliber we understand that the only way to stay ahead of your competitors and the importance of building a fantastic culture of an organization is build upon hiring the right talent. Our consultant help bridge the right talent , provide HR solutions and also career counseling . Our team is highly experience individuals who is definitely passionate in providing HR Solutions as they have many year of experience . Our customer satisfaction is top priority as we build a brand of excellence.