Customer Service Associate, Spanish & Portuguese Speaker

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🕒 May 26

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Zeal Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

💸 Finance

💳 Fintech

🤝 B2B

Finance • Fintech • B2B

Zeal Group is a business portfolio consisting of regulated financial institutions and fintech companies that specialize in multi-asset liquidity solutions in regulated markets. Operating under the trading name of ZFX, Zeal Group is backed by proprietary technology and has a presence in major global locations, including London, Tokyo, and New York. The company focuses on providing high-quality multi-asset trading services to retail and institutional investors without actively assuming market risk. Utilizing cutting-edge technology, Zeal Group sources the best prices in the institutional marketplace. The group is involved in trading in forex, stocks, indices, commodities, and cryptocurrencies, and is committed to transparency and best-in-class trading services.

📋 Description

• Provide timely, accurate, and professional support to customers through live chat, email, and phone. • Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required. • Deliver a high-quality customer experience in every interaction with clients. • Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations. • Follow established SOPs, internal guidelines, and service standards in daily operations. • Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics. • Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader. • Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement. • Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions. • Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings. • Attend and actively participate in team huddles, training sessions, and operational meetings. • Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery. • Embody Zeal Group’s core values in all interactions with customers and colleagues.

🎯 Requirements

• Diploma or Degree in any discipline. • Minimum 3 plus years of experience in customer service, customer support, contact centre, or other client-facing roles. • Must be based in LATAM and demonstrate strong understanding of local customer behaviour, service expectations, and market dynamics across the region. • Fluency in Spanish and Portuguese, both written and spoken, is required; English proficiency will be an advantage. • Prior experience in FX/CFD is preferred; candidates from trading, crypto, iGaming, fintech, and related financial services industries are also encouraged to apply. • Proven ability to deliver excellent customer service, handle complaints, resolve issues, and manage escalations effectively. • Strong communication, problem-solving, relationship management, and cross-functional collaboration skills. • High attention to detail, strong process adherence, and the ability to work accurately within established SOPs and service standards. • Ability to multitask in a fast-paced environment and manage customer interactions across chat, email, and phone channels. • Proactive, adaptable, and resilient, with a strong sense of accountability and focus on KPI achievement. • Willing to work shifts, weekends, and public holidays on a rotational basis