CS GC - Manager (Native China-Mandarin Speaking) Based In MALAYSIA

Zeal Group

What you will be doing:

Oversee hiring, orientation and training of team members to ensure a capable workforce.
Provide overall management and leadership to Customer Service team focused on providing excellent customer service.
Review and approve staffing schedules to ensure staffing meets the daily customer contact volume & ensure the team adhere to the manuals, policies and guidelines.
Manage training needs of Customer Service team and ensuring no knowledge gap by working closely with Quality Assurance and Trainers.
Create, monitor, and report performance metrics for the team.
Create a unified Customer Service team through effective communication, team building, motivation, recognition, staff onboarding and exit management.
Lead Customer Service improvement projects through effective project management and leadership.
Handle complex customer issues and escalated complaints/ calls.
Manage internal conflicts and promote good working environment for the team & ensure all Customer Service functions are performed well, accurately, and timely.
Instil ZFX Core Values into day-to-day operation.
Timely feedback to team members and periodic appraisal.

RequirementsWhat you will need:

Degree holder in any discipline. Major in Finance, Economics or business-related are preferred.
At least 12 years of experience in Customers Service/ Operations with at least 5 years of experience in managerial 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.
Must be able to work on shifts.
Fluent in verbal & written both English and Mandarin

BenefitsWhat we can offer you:

Interview process: