Customer Service Team Leader / AM (Dubai Market) Arabic Speaker | based in MY

Customer Service Management Team (Arabic Speaker) based in Kuala Lumpur, Malaysia to handle DUBAI Clients and Customers.

About Zeal Group

Zeal Group is 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. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and our Global Hub for Customer Service in Kuala Lumpur, Malaysia. We are a product and people focused company who are passionate about growth, innovative technology, and collaboration.

Role

Our Customer Service department at Zeal Group are the supportive function that helps our clients with products/ services. Ultimately they are here to fill in the gaps/ frictions within our product. Our product is self-explanatory. We would love for our client journey to become as smooth as possible, but as we are not entirely there yet so we are looking for a Customer Service Associate come onboard and bridge any gaps visible between our customers and products. Our end goal is to have a seamless experience whilst continuously improving as the days go by. We are looking to continuously exceed customer expectations

What you will be doing :

• Responsible for overseeing the Middle-East Market (Dubai) customer service team and ensuring that they are delivering quality service to customers.
• Responsible for developing and implementing customer service policies, procedures, and standards to ensure that customer inquiries are handled in a consistent and efficient manner.
• Responsible for maintaining records and reports related to customer service activities, including customer feedback.
• Involving in customer complaints/ feedback handling and ensuring that they are resolved in a timely manner.
• Ensure Customer Service process / policy recommendations are aligned to the strategic direction of the company and customer friendly.
• Oversee hiring, orientation and training of team members to ensure a capable workforce.
• Building capability within the existing CS managers and their respective team members.
• Manage training needs of Customer Service team and ensuring no knowledge gap by working closely with Quality Assurance and Trainers.
• Ensure Customer Service team adherence to the manuals, policies, and guidelines.
• 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.
• Ensure SOPs standardization are in place and minimize the need to localize steps by becoming a strong gate keeper at regional level.
• Keep track of all regional customer issues, propose solutions and escalate to Global Head of CS.

Requirements

What you will need :

• Experience and familiar with Middle-East market and demands especially from Dubai.
• Degree holder in any discipline. Major in Finance, Economics or business-related are preferred.
• 5 - 8 years of experience in Customers Service/Operations with at least 5 years of experience in managerial role.
• Experience gained in FX/Finance industry is a must.
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Attention to detail, accurate, responsible, independent, self-starter, customer oriented.
• Ability to manage Stakeholder and C-level partners in the business
• Strong people skills and communication skills in English.
• Arabic language proficiency is a must.
• Experience gained in FX/Finance/FinTech industry is an advantage.

Benefits

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Work Anniversary Rewards
• Relocation Allowance
• Rental Subsidy (T&C applies)
• *Employment Pass and Visa Sponsorship
• *Relocation Benefits

*NOTE : Successful candidates hired, will need to complete and pass the 3-weeks training before we submit for EP/Work Visa application.

*Candidate may need to leave the country during the EP processing before able to come in to Malaysia again.

Interview process :

• Pre-Call session with the TA team – 30 minutes
• 1st Interview session with Hiring Manager – 1 hour
• Final Interview session with Head of CS - 45mins