Bilingual Customer Service Specialist (Cantonese/English)

The British Council; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

The British Council in Hong Kong is seeking a Customer Service Representative to deliver high-quality experiences across face-to-face, phone, email, web chat and social media channels. You will manage enquiries, registrations and complaints with accuracy, while promoting relevant services to support sales and retention.

We value strong English and Cantonese skills, data accuracy, and experience with CRM tools.

Qualifications

• Proficiency in English equivalent to CEFR B2.
• Proficiency in Cantonese equivalent to CEFR C2.
• Experience of working in a customer-facing role, delivering services to agreed quality standards.
• Strong computer literacy with the ability to use standard applications confidently.
• Proficiency in English equivalent to CEFR C1 level.
• Experience of supporting service-to-sales opportunities within a customer interaction.
• Proficient in using computer systems and digital tools including CRM platforms and online registration systems.
• CV in English required.
• Salary: Pay band 4.
• Contract type: Indefinite.
• Role requires a five-day-per-week rotating schedule, including late afternoons and weekends.
• Locally Recruited with right to work; relocation not provided.

Responsibilities

• Deliver excellent customer service across multiple channels (face-to-face, phone, email, web chat, social media).
• Manage enquiries, complaints, and registrations with accurate data entry in CRM and systems.
• Identify opportunities to promote products/services to support sales and retention.
• Ensure compliance with safeguarding, financial, and information security policies.
• Support Customer Service with bookings, payments, refunds, and communications.
• Develop knowledge of British Council products, services, and policies to provide accurate information.

Skills

Customer service

English B2

Cantonese C2

Computer literacy

CRM experience

Data entry

Tools

CRM platforms

Online registration systems

Job description

The British Council in Hong Kong is seeking a Customer Service Representative to deliver high-quality experiences across face-to-face, phone, email, web chat and social media channels. You will manage enquiries, registrations and complaints with accuracy, while promoting relevant services to support sales and retention.

We value strong English and Cantonese skills, data accuracy, and experience with CRM tools.