Customer Service Assistant Manager
2 weeks ago
Overview Customer Service Assistant Manager (Education) at Hyphen Connect . We are hiring for one of Hong Kong’s most established and trusted educational consultancies, representing over 350 independent schools and universities in the UK. The role oversees the client engagement function, ensuring that families, students, and partners receive exceptional service. It combines leadership of the client success team with the ability to convert service interactions into meaningful insights that drive business growth. Responsibilities and requirements reflect the organization’s focus on high-quality service, team leadership, and data-driven improvement. Responsibilities Streamline front desk workflows to deliver seamless client interactions and improve service delivery. Respond promptly and professionally to customer enquiries via phone, email, and WhatsApp. Lead, supervise, and train Customer Service Officers (CSOs) to ensure team efficiency and performance against KPIs. Develop and enforce customer service policies and procedures to maintain high-quality standards. Provide ongoing coaching, feedback, and talent development for team members. Flag and recommend workflow improvements based on client feedback and operational challenges. Develop and maintain a comprehensive marketing tracking table to integrate client data with campaign performance, generating actionable insights for growth. Collaborate closely with the Sales team to design and implement effective client filtering and selection strategies. Build an efficient reporting system to track key client metrics (e.g., hot/warm/cold leads) and deliver clear calls to action. Gain proficiency in Power BI within three months to design and present dashboards that visualize client success and marketing performance, enhancing decision-making. Manage administrative and operational tasks including report compilation, inventory control, complaint resolution, examination logistics, and invigilation. Collaborate with cross-functional teams to improve processes and enhance overall customer experience. Stay informed on industry trends, UK education updates, and best practices to drive continuous improvement in CS operations. Support broader business transformation initiatives and contribute to long-term organizational growth. Qualifications A Bachelor degree in Business, Hospitality or related discipline(s). At least 3 years of relevant working experience (Education Industry), with 2 years in supervisory capacity to lead a team of customer services front liners in delivering excellent customer service. Organised, independent, innovative, and able to work under pressure. Good written communication in Chinese and English, as well as verbal presentation skills in Cantonese, English and Putonghua. Demonstrate high commitment, energy level, and drive to achieve or exceed targets. Also shows strong potential and willingness to take on jobs with different nature or expanded scope. Seniority level Mid-Senior level Employment type Full-time Job function Other Industries Staffing and Recruiting #J-18808-Ljbffr
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