Senior Executive/Executive, Customer Service Excellence Assurance Team

3 days ago

Kowloon, Hong Kong SAR China iFAST ePension Services Limited Full time

Senior Executive/Executive, Customer Service Excellence Assurance Team 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. Job Description We sincerely invite responsible and service‑oriented professionals to join our outstanding customer‑service team. As a frontline service representative of the company, you will primarily handle customer inquiries related to Hong Kong Mandatory Provident Fund (MPF) operations, providing a high‑quality service experience. You will also be responsible for handling complaints and queries regarding Hong Kong MPF. This position requires fluency in Cantonese, excellent communication and coordination skills, problem‑solving ability, and a team‑oriented mindset. Responsibilities Respond promptly and accurately to customer complaints and inquiries via phone, email, and other channels, providing professional solutions. Proficiently operate customer relationship management (CRM) systems, fully record customer information, and follow up on processing progress, ensuring timely completion within agreed timelines. Apply fintech thinking to assist the team in optimizing customer service processes through technology. Collaborate with various departments to handle complex customer issues, efficiently addressing customer complaints and feedback using digital tools. Actively participate in ad‑hoc projects to drive customer service process improvements. Complete other tasks assigned by supervisors on time and with quality. Requirements Diploma, bachelor’s degree, or above; fresh graduates are welcome to apply. Able to speak, read, and write fluent in English & Cantonese. 1‑3 years of experience in customer service, internal controls, compliance, or risk management; experience in Hong Kong MPF or financial industry is preferred. Familiar with CRM system operations; experience in system migration projects is a plus. Strong communication skills, able to clearly convey professional information in English, Cantonese and Mandarin. Excellent coordination skills, capable of adapting to a fast‑paced work environment. Strong service awareness, proactive work attitude, and team spirit. Our Offer 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. Equal Opportunity Statement 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. Location: Compass Offices, Hong Kong Island, HK #J-18808-Ljbffr

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