- 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.
- 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
- 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
- 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
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