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.

Requirements

📍Experience & Skills: 📍Candidate must possess at least a Diploma/Degree. 📍At least 1 to 3 years of relevant experience in customer service / contact centre. 📍Experience gained in Forex/Trading 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. 📍Fluency in English, Mandarin (verbal and written) is a must. 📍Must be able to work on shifts.