Senior Officer, Customer Service

5 days ago

Hong Kong Island, Hong Kong SAR China Kaplan Financial (HK) Limited Full time

Senior Officer, Customer Service (Program Management) The Senior Officer in Customer Service Team (Program Management) will be responsible for delivering exceptional service to students and stakeholders, ensuring a smooth and positive experience throughout their engagement with Kaplan. This role involves handling inquiries, resolving issues, managing admissions/enrolment processes, and mentoring junior staff. The ideal candidate will have strong communication skills, a problem‑solving mindset, and a passion for education. Key Responsibilities Customer Support & Relationship Management Serve as the primary point of contact for student inquiries via phone, email, WhatsApp, and in-person interactions. Provide accurate information on courses, fees, policies, and enrollment procedures. Provide pre‑ and post‑course supporting services to students through different channels. Handle complaints and elevate complex issues when necessary. Project a professional image and maintain interactive communication with customers. Build good relationships with customers (both internally and externally). Enrollment Assistance & Sales Guide applicants through the enrollment process, ensuring all documentation is complete. Maintain and update student records in the enrollment system, Salesforce and relevant platforms. Perform telesales campaigns whenever business needs and follow up on potential sales. Process Improvement & Reporting Identify areas for service improvement and suggest enhancements. Prepare reports on customer feedback, enrollment trends, and service metrics for management review. Event & Administrative Support Assist and liaise with marketing, finance, and program management teams to ensure seamless operations. Undertake specific projects as required by supervisor or management team. Qualifications & Experience Education: Bachelor’s degree in Business, Education, Communications, or any related field. Experience: Minimum 3 years in customer service, preferably in education, training, or a related sector. Language: Excellent command of both written and spoken English and Cantonese; fluent in Putonghua is preferable. Technical Skills: Proficiency in CRM systems (e.g. Salesforce), MS Office, and databases. Excellent communication and interpersonal skills. Strong problem‑solving and conflict resolution abilities. High organizational skills and attention to detail. Ability to work under pressure independently in a fast‑paced environment. Passion for education and student success. #J-18808-Ljbffr

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