Multi-Channel Customer Champion — Service & Growth

British Council; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

British Council in Hong Kong is seeking a motivated Customer Service Representative to deliver high-quality experiences across face-to-face, phone, email, web chat and social media. You will handle enquiries, registrations, complaints and transactions, ensuring accuracy and adherence to service standards.

You will work with CRM and registration platforms, maintain data integrity, and identify opportunities to promote products and services to support sales, retention and revenue growth.

Qualifications

• Proficiency in English at CEFR B2 level.
• Proficiency in Cantonese at CEFR C2 level.
• Experience in a customer-facing role delivering services to quality standards.
• Strong computer literacy with common software and CRM familiarity.

Responsibilities

• Deliver high-quality customer experiences across face-to-face, phone, email, web chat and social media.
• Handle enquiries, registrations, complaints and transactions accurately and efficiently.
• Maintain data entry accuracy across CRM and registration platforms, ensuring compliance.
• Actively identify opportunities to promote products and services to support sales and retention.
• Provide feedback for improvements and contribute to voice of the customer initiatives.

Skills

English CEFR B2

Cantonese CEFR C2

Customer service experience

Digital literacy

Tools

CRM systems

Registration platforms

Job description

British Council in Hong Kong is seeking a motivated Customer Service Representative to deliver high-quality experiences across face-to-face, phone, email, web chat and social media. You will handle enquiries, registrations, complaints and transactions, ensuring accuracy and adherence to service standards.

You will work with CRM and registration platforms, maintain data integrity, and identify opportunities to promote products and services to support sales, retention and revenue growth.