Senior Executive/Executive, Customer Service Operations

About iFAST ePension Services Limited:

iFAST ePension Services Limited is a subsidiary of iFAST Corporation Ltd., which is listed on Singapore’s SGX-ST Mainboard.

We support and empower our pension partners in their digital transformation to achieve better customer engagement, enhanced operational efficiencies, and improved decision-making.

We also provide step-by-step assistance for the transfer of existing pension schemes, encompassing processes such as data migration, operational onboarding, and client communications, while ensuring a seamless transition.

About the Role:

We are seeking a dedicated and customer-focused professional to join our team as a Senior Executive / Executive in Customer Service Operations. In this role, you will be the frontline representative of our organization, ensuring exceptional service delivery and resolving inquiries related to MPF administration. Your ability to communicate effectively, problem-solve, and collaborate across teams will be key to your success.

Responsibilities:

• Deliver timely and effective support to clients, addressing inquiries and resolving issues related to MPF administration through both verbal and written communication.
• Utilize CRM and other relevant customer service software to track inquiries, manage client interactions, and enhance service delivery. Demonstrate capability in thinking with a fintech mindset to assist and influence the team in leveraging technology to solve problems and improve operational processes.
• Provide professional, accurate, and solutions-oriented responses to customer inquiries, ensuring a positive client experience.
• Collaborate with internal departments to resolve complex customer inquiries, including cases requiring additional information or investigation, leveraging technology for efficient communication.
• Support cross-departmental efforts in handling and resolving customer inquiries or complaints efficiently using integrated systems to enhance service delivery.
• Take ownership of ad-hoc projects and tasks as assigned, contributing to the continuous improvement of customer service operations, utilizing software tools to streamline processes and improve efficiency.
• Handle ad-hoc projects as assigned.

Requirements:

• Diploma holder. Fresh graduates are welcome to apply!
• Experience in customer service, MPF administration, or a related field is preferred but not mandatory. Familiarity with CRM systems or setting up one would be an advantage.
• Strong communication skills, with the ability to convey complex information clearly and professionally.
• A customer-centric mindset with a proactive approach to problem-solving.
• Excellent organizational skills and the ability to manage multiple tasks in a fast-paced environment.
• Team player with the ability to collaborate effectively across departments.

Our offer:

• Career development prospect;
• Attractive remuneration;
• 5-day working week;
• 21 days annual leave;
• Medical, dental and life Insurance;
• Performance bonus and company shares;
• Education allowance and monthly sports allowance.

Learn more about the businesses of iFAST HK:

iFAST Central: http://www.ifastfinancial.com.hk/

iFAST Global Prestige: http://www.ifastgp.com.hk/

**FSMOne HK:**http://www.fsmone.com.hk/

iFAST Global Markets: http://www.ifastgm.com.hk/

iFAST ePension Services: https://www.ifastepension.com.hk/

Our company is an equal opportunities employer and welcomes applications from all qualified candidates. Information provided will be treated with strict confidentiality and be used for the purpose of selection only. Applicants who are not invited for an interview within 10 weeks may consider their applications unsuccessful. The personal data of unsuccessful applicants will be destroyed within 12 months.