The Company
Our client is a newly established global financial institution and looking for an organized candidate to ensure the provision of accounting operations to relevant clients.

The Role
As a Senior Customer Service Officer (CSO), your main role is to assist members and employers by phone and email regarding pension inquiries. Your goal is to provide excellent customer service by giving accurate and timely responses that meet or surpass their expectations, all while upholding Link standards.

* 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
* Investigation and ownership of complex member queries
* Demonstrating subject matter expertise on pension 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 of company
* 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
* Adhering to all legislative requirements required for the role
* Complying with Company Privacy policy and procedures

Your Profile
* A minimum of 3 years' working 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
* Excellent understanding of relevant pension legislation and industry knowledge would be an advantage
* Excellent written and verbal communication skills in English, Cantonese and Mandarin, and a pleasant phone manner
* Strong ability to understand clients' needs and demands, and interrupt them into actions, being a proactive listener to all clients
* Established history of consistently delivering results and achieving set targets
* Proven track record of reliability and punctuality in a structured environment
* Proven investigation and problem solving abilities with delivering superb client experience
* 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
* Prioritisation and time management skills to meet tight deadlines
* Previous experience in working in a collaborative and professional team environment, with demonstration in leading junior staff in sharing experience
* Proficiency 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 pension industry

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