Customer Service Senior Officer / Officer

We are seeking a Customer Service Senior Officer / Officer to join our team. The ideal candidate will be dedicated to providing exceptional customer service while assisting in daily office and administrative operations. You will be the first point of contact for customer inquiries, complaints, and issues, with a primary focus on ensuring customer satisfaction through professional and courteous communication.

As Academic Asia enters an exciting phase of growth and transformation, we welcome candidates who align with our values and share our passion for helping people and advancing UK education opportunities.

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Responsibilities:

• Customer Interaction: Serve as the first point of contact to handle customer inquiries, complaints, and feedback via phone, email, and WhatsApp, ensuring timely and professional communication on behalf of the Customer Service team.

• CS Team Support: Support and assist in the training and development of team members within the Customer Service team to ensure efficient and effective performance.

• Policy & Workflow Improvement: Develop and implement customer service policies and procedures to maintain service quality standards, while flagging and reporting workflows requiring review or improvement based on customer feedback and operational challenges.

• Exam Support: Oversee and manage exam-related responsibilities, including logistics, invigilation, and associated administrative duties.

• General Administrative Support: Handle various administrative tasks, including report compilation, inventory control, complaint resolution, and support for other operational activities.

• Cross-Department Collaboration: Collaborate with other departments to enhance processes and improve the overall customer experience.

• Industry Knowledge: Continuously stay updated on industry trends, UK education developments, and best practices to support ongoing improvement in CS team operations.

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Requirements:

We are looking for candidates who are passionate about helping people and advancing UK education. The ideal candidate should have:

• Degree in any discipline; UK university graduates are an advantage.

• Minimum 2 years of customer service work experience, education industry (preferred).

• Prior experience in exam-related tasks is a plus.

• Excellent organisational skills with a strong sense of responsibility.

• Detail-oriented, vigilant, self-motivated, hardworking, and able to work under pressure.

• Proficiency in MS Office and sound PC knowledge.

• Good spoken and written English and Chinese, including Mandarin.

• More experience will be considered for the Customer Service Senior Officer position.

• Flexibility to work outside regular hours or on weekends is required.

• Immediate availability is highly preferred.

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Why Join Us?

At Academic Asia, we are passionate about helping students reach their full potential. Join our fast-paced, dynamic, and fun team environment to make a real difference in students’ lives while growing your professional career.

If you meet the above criteria, please submit your CV with current and expected salary, along with a cover letter outlining your relevant experience and qualifications.

Academic Asia was founded in 1980. With over 45 years’ consultancy experience, resulting in many thousands of student placements in UK schools and colleges, it has now developed into the largest and most comprehensive UK boarding schools and colleges consultancy in Hong Kong.\nWe strive to provide "the best advice for the best education" which is our company motto, and to maintain a close relationship with our clients.\n• Consultation • University Application • Education • Guardianship