Customer Service Representative

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Link Group Full time

Why Link Group

Link Group is a leading provider of retirement solutions in Hong Kong, combining expertise with cutting-edge technology to connect people with their financial assets safely, securely, and responsibly.

The Role

As a Customer Service Officer, you will be the first point of contact for members and employers via telephone and email for a range of pension schemes and administration enquiries. Your key purpose will be to meet and exceed their expectations for customer service with accurate, appropriate, and timely responses, while maintaining Link standards.

Key Accountabilities and Main Responsibilities

  • Deliver an outstanding member experience through excellent customer service on inbound and outbound calls
  • Provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
  • Demonstrate subject matter expertise on pensions schemes, processes, and procedures
  • Achieve all Key Performance Indicators (KPIs)
  • Demonstrate adaptability and teamwork to alter shifts to meet operational demands
  • Participate positively in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
  • Work with leaders to improve personal capability and increase skills via delegated responsibilities and projects
  • Support leaders and colleagues in delivering results and working closely with the immediate team within the Contact Centre and the broader Link Group
  • Demonstrate willingness to increase pension knowledge, including additional funds and administration functions
  • Demonstrate drive and motivation by keeping abreast of current industry-related information and changes
  • Display a proactive approach to independent learning
  • Contribute actively towards continuous process improvement
  • Live the Link Group Core Values: Teamwork, Professionalism, Commitment, Integrity, Respect
  • Adhere to all legislative requirements required for the role
  • Comply with Link Group's Privacy policy and procedures

Experience & Personal Attributes

  • A minimum of 1 year of experience in the customer service industry, with call centre experience being an advantage
  • Higher diploma/associate degree or above in any discipline
  • Strong customer service skills with a member experience focus
  • Good communication skills in English and Cantonese, with 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), with excellent attention to detail and accuracy
  • Ability to work across digital media platforms and provide front-line technical support
  • Desire to work in, and develop a career within the pensions industry
  • Eligible to work in Hong Kong with no visa sponsorship required

Culture @ Link Group


We are an inclusive employer whose people work collaboratively. We encourage, support, and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to, gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status, or carers responsibilities.

How To Apply


Ready to take the next step in your career? Apply now via our Career Site with your uploaded resume stating your notice period, current/last, and expected salary for our consideration.

Link Group is an equal opportunity employer and welcomes applications from all qualified candidates. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes only. Applicants who are not contacted over one month may consider their applications unsuccessful and their information will be destroyed after one year.

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