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 administrative assistance to the coaching team
- 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
Applicants must be permanent Hong Kong residents or possess a valid visa to work in Hong Kong.
Benefits: We offer a comprehensive remuneration package, including medical and dental benefits, annual leave, and a 5-day workweek (with a Saturday shift expected approximately once a month).
Closing Date: 15 April 2025
Applications will be reviewed on a rolling basis and offers may be extended prior to the job closing date.
By applying for this position, your application may be considered for other opportunities (senior-level roles, head of department, etc.) within ESF.
ESF is an Equal Opportunities Employer
The English Schools Foundation (ESF) is fully committed to providing equal employment opportunity. ESF will not discriminate on the basis of age, race, colour, gender, marital status, sexual orientation, gender identity, pregnancy, national origin, religion, veteran status, physical or mental disability, genetic information, creed, citizenship or any other status protected by local laws or regulations.
Personal data provided by job applicants will be used strictly in accordance with the ESF's Personal Data Policy, a copy of which will be provided upon request.
Aligned with the recommendations of the International Task Force on Child Protection, we hold ourselves to a high standard of effective recruiting practices with specific attention to child protection.
