Customer Service Officer

  • Negotiable
  • Hong Kong
  • Permanent, Full time
  • Fusion Systems Limited
  • 22 Oct 18

Fusion Systems Limited is looking for keen Customer Service Officer to join our expert team with the goal of growing our business. You will be a member of a distributed and fast-growing team as it defines its own function and modus operandi to best lead our platform along the critical path. You can make a huge impact and have real ownership of the work you do.

Fusion Systems Limited

Fusion Systems is one of Asia’s fastest growing financial IT services firms with offices in Tokyo, Shanghai, Singapore, Los Angeles, Australia and Hong Kong. Our highly capable consultants provide project management, advising, design, implementation, and on-site support services within the region. Fusion Systems is positioned to dynamically respond to changing market conditions and leverage them to deliver exceptional service and value to our clients.

At Fusion Systems, we work together as a team to promote growth and excellence in all our employees. We strive to create an environment that provides unparalleled opportunities to excel in today’s global marketplace. Our consultants are comprised of experienced and skillful bilingual professionals from diverse local and international backgrounds. Fusion consultants provide exceptional value to clients through innovative application of diverse technologies. Our professionals design solutions to meet today’s needs while providing the flexibility and foundations to adapt to tomorrow’s challenges. In order to achieve our goals we support, mentor, and train our people to be exceptional. 

If you are searching for a growing and exciting company you can be “part of” and not just “work for,” then Fusion Systems is the answer for you. We are currently looking for enthusiastic and skilled professionals who are focused on delivering results and exceeding expectations. Apply today! 

Customer Service Officer

Fusion Systems Limited is looking for keen Customer Service Officer to join our expert team with the goal of growing our business. ​You will be a member of a distributed and fast-growing team as it defines its own function and modus operandi to best lead our platform along the critical path. You can make a huge impact and have real ownership of the work you do.

What You Will Be Doing:

  • Shift work is required (Night Shift: 00.00-09.00; Day Time Shift: 08.00-16.00). Sun and public holiday shift will be subjected to team rotation manner)  
  • Work closely with various co-workers (including Engineers, Sales, Marketing and IT, etc.) in different regions (Asia, Europe and America)
  • Answer chat and calls (and LATER respond to emails)
  • Handle customer inquiries both telephonically and by chat
  • Research required information using available resources
  • Track all interaction according to available Tags and Ticketing Tools
  • Process Tickets according to Scripts where available and ensure complete life cycle
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Enter new customer information into CMS if needed
  • Update existing customer information
  • Process orders, forms and applications
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Follow up customer calls where necessary
  • Document all call information according to standard operating procedures
  • Complete call logs
  • Produce required reports
  • Assist in updating FAQ/Solutions documentation
  • Build a strong relationship with customers
  • Avoid churn through a specific training
  • Help improve all of the above

What You Bring:

  • You can adeptly complete customer service orientation and be inventive
  • You have high degree of professionalism, problem analysis and problem solving
  • You are customer oriented with good listening and organizational skills
  • You are pay attention to details
  • You are good at verbal and written communication skills
  • You are good at judgement and adaptability
  • You are a good team player
  • You are stress tolerance and resilience

Qualification and Requirement:

  • High school diploma or equivalent to degree level
  • Candidate with prior experience in the financial services industry and facing corporate clients will be an advantage
  • A commercial minded self-starter with strong client orientation and work ethic
  • Proficient in relevant computer applications
  • Language proficiency
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Experience in a call center or customer service environment
  • Knowledge of administration and clerical processes
  • Good data entry and typing skills


This is an excellent opportunity to join a growing and dynamic team responsible for creating and supporting medium to very large applications. If you are looking for a challenge and rewarding career, Apply Today! 

Interested candidates, please send your CV with salary expectations through 'Apply'

All applications will be treated in strict confidence and for recruitment purposes only. We may retain the applications and refer suitable applicants to other vacancies under Fusion Systems Limited.