CUSTOMER MANAGEMENT ASSISTANT (HOURLY PAY)

British Council; Hong Kong; On-site; HKD 206,640,000 - 234,192,000; Part time

Job summary

The British Council in Hong Kong is seeking a customer-focused professional to support the Sales & Customer Management team, registering students, managing records, and processing payments. You will respond to inquiries, ensure accurate information, and uphold safeguarding policies in a dynamic environment.

The role emphasizes strong English and Mandarin communication, prior customer service experience, and careful data management using UK Council systems.

Qualifications

• Proficiency in English (written and spoken) is essential.
• Good command of Chinese (Mandarin) for effective communication.
• Experience in a customer service environment with focus on quality.
• Ability to use spreadsheets and ensure accurate data entry and record management.

Responsibilities

• Provide day-to-day operational support to the SCM team and ensure smooth service delivery across touchpoints.
• Register and reserve students in classes, maintain records, and capture information across systems.
• Handle payments efficiently using British Council systems and card machines.
• Deliver high-quality customer service and respond to inquiries professionally and promptly.
• Support safeguarding policies and undertake other duties as assigned by the Line Manager.

Skills

English proficiency

Mandarin Chinese

Customer service experience

Data entry / data accuracy

Education

Bachelor's degree

Tools

Excel

Job description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Role Purpose

Act as a proud ambassador for the British Council, delivering exceptional, customer-focused services that reflect our global standards of excellence. You will play a key role in ensuring an outstanding customer experience by providing high-quality, responsive, and culturally relevant support tailored to the needs of our diverse audiences in Hong Kong.

Through your contribution, you will help strengthen customer satisfaction, build lasting relationships, and support the achievement of the British Council’s strategic objectives.

Main Accountabilities

Provide day-to-day operational support to the Sales & Customer Management (SCM) team, ensuring the smooth delivery of services across all customer touchpoints. You will be responsible for accurately registering and reserving students in appropriate classes, maintaining up-to-date records, and ensuring all information is correctly captured across systems. This includes handling payments efficiently through the British Council systems and credit card machines for courses, placement tests, examinations, and other services.

Deliver a consistently high standard of customer service by responding to inbound calls in a professional, polite, and timely manner, ensuring customers receive clear and accurate information. You will play a key role in understanding and addressing customer needs, contributing to a positive and seamless customer experience at every interaction.

In addition, you will support safeguarding practices by ensuring all relevant policies and guidelines are upheld at all times. You may also be required to undertake other duties as assigned by your Line Manager to support team and organisational objectives.

Essential

Qualifications & Skills

• Proficiency in English (written and verbal) is essential, as all British Council systems and global processes operate in English.
• Good command of Chinese, with the ability to communicate effectively in Mandarin.
• Experience working in a customer service–oriented environment, demonstrating a strong commitment to delivering high-quality customer experiences.
• Ability to use spreadsheets and ensure accurate data entry and record management.

Desirable

Bachelor's degree

Important Information

• Working Pattern: Our operating hours are 9:00 am – 10:00 pm on weekdays and 8:45 am – 7:00 pm on weekends. Working hours will be scheduled based on operational requirements, with shifts agreed mutually between you and the Council on an hourly basis. We are looking for candidates who can commit to a consistent weekend working pattern (typically 09:00 – 18:30 on both Saturday and Sunday, or as assigned). Flexibility to work late weekday shifts (12:30 – 20:30) would be an advantage.
• Contract Type: One-year fixed term contract (Hourly Paid)
• Hourly rate: 75.00 HKD
• Closing date: 28 September 2026

This role is only open for candidates who have the legal right to live and work in the job location.

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email [e-mail]