Customer Service Officer
Job details
The Company Our client is a Australian Financial Services company specializing in Pension/ORSO funds engaging with an instantly recognizable bank in Hong Kong. The Role As a Customer Service Officer (CSO) you will be the first point of contact (members and employers) via telephone (inbound/outbound), and email for a range of pension schemes/administration enquiries. The key purpose of the role will be meeting/exceeding their expectations for Customer Service with accurate, appropriate, and time responses while maintaining company standard. Responsibilities
- Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
- To provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
- Demonstrating subject matter expertise on pensions schemes/processes/procedure
- Achievement of all Key Performance Indicators (KPIs)
- Demonstrating adaptability and teamwork to alter shifts to meet operational demands (when required)
- Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
- Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
- Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
- Demonstrating willingness to increase your pension knowledge, including additional funds and administration functions
- Demonstrating drive and motivation by keeping abreast of current industry related information and changes
- Displaying a proactive approach to independent learning
- Actively contributing towards continuous process improvement
- Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
- Adhering to all legislative requirements required for the role
- Complying with Link Group's Privacy policy and procedures
- A minimum of 1 year of experience in customer service industry, call centre experience would be an advantage
- Higher diploma or above in any disciplines
- Strong customer service skills with a member experience focus
- Good written and verbal communication skills in English, Cantonese and Mandarin, and a pleasant phone manner
- Ability to understand clients' needs and demands, and interrupt them into actions, being a proactive listener to all clients
- Proven track record of reliability and punctuality in a structured environment
- Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
- Ability to work under pressure and maintain set target levels
- Openness to feedback and willingness to develop professionally
- Intermediate computer literacy and keyboard skills (MS Office suite), and excellent attention to detail and accuracy
- Ability to work across digital media platforms and provide front line technical support
- A desire to work in, and develop a career within the pensions industry
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