Customer Service Administrator Job in Hong Kong

ESF Explore is looking for a Customer Service Administrator to join our dynamic team. This role is essential in responding to customer inquiries regarding our diverse range of after-school programs for children aged 4 months to 18 years.

Responsibilities

• The key responsibilities will include customer communication, course administration, database management and operational/clerical support
• Engaging with customers and offering detailed responses to inquiries through different channels
• Identifying and addressing customer concerns and proposing possible solutions
• Providing regular assistance to Explore teams
• Creating and monitoring classes on the ESF Explore website
• Operating the enrollment system and ensuring information accuracy
• Processing enrollments and following up on payments
• Operating the SMS system
• Upholding and enforcing any course policies in place
• Cross-selling and upselling after-school programs
• Building strong relationships with customers to enhance service quality
• Performing any ad-hoc tasks when required

Requirements

• Diploma, Associate Degree, or Degree Holder
• 2 years of relevant experience in a customer service role
• Attention to detail and documentation accuracy
• Strong multi-tasking and problem-solving skills
• Excellent customer service orientation
• Service-oriented with sound knowledge in customer service operation or any service related industry
• Familiarity with the messaging features of Meta platforms, including but not limited to Facebook, Instagram, and WhatsApp
• Proficiency in written and spoken English and Cantonese
• Fluency in Mandarin
• Proficiency in Chinese word processing
• Proficiency in written Simplified Chinese will be an advantage
• Educational sector experience is a plus but not essential
• Saturday morning shifts are required