Customer Service Officer

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

Your Profile:

• 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

*Please note, work visa sponsorship will not be provided Apply Today To apply online (Word attachment only), please click the 'Apply' button. Please note that only short-listed candidates will be contacted. By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.