Operations & Customer Relations Officer (Premium Domestic Helper Agency)

Active Global Specialised Caregiver (Hong Kong) Pte Ltd; Hong Kong; On-site; HKD 246,000 - 257,000; Full time

Benefits offered by this job

Public holidays (compensated on Week-”

15 days paid annual leave

MPF

medical benefits

Job summary

Active Global Specialised Caregiver (Hong Kong) Pte Ltd in Hong Kong is seeking an Operations & Customer Relations Officer focused on premium domestic helper services. This 100% operations role emphasizes problem-solving, document processing, and dispute mediation over sales targets.

You will manage end-to-end visa applications, compliance advisories, and post-placement support while maintaining high standards of service and a smooth workflow across the team.

Qualifications

• Minimum 2–3 years of solid experience in the domestic helper agency industry.
• Deep familiarity with HK Immigration and Consulate procedures.
• Fluent in Cantonese and English (spoken and written).

Responsibilities

• End-to-End Document Processing: Independently handle and monitor domestic helper working visa applications (HK Immigration Department) and contract notarization procedures at the Consulates.
• Crisis Management & Dispute Resolution: Act as the primary point of contact for post-arrival support. Professionally and calmly handle employer complaints, manage client expectations, and de-escalate conflicts between employers and helpers.
• Compliance Advisory: Provide accurate advice to both employers and helpers regarding the Hong Kong Employment Ordinance (Cap. 57) and Standard Employment Contract terms (e.g., termination, severance, rest days).
• Helper Relations: Conduct briefings for newly arrived helpers and provide ongoing psychological and operational support to ensure a smooth transition into their employers' households.
• Operational Optimisation: Assist management in streamlining internal workflows, from initial intake to post-placement follow-ups, ensuring zero operational bottlenecks.

Skills

Cantonese

English

Conflict mediation

Independent problem-solver

Job description

Operations & Customer Relations Officer (Premium Domestic Helper Agency)

We are a fast-growing, premium employment agency specialising in medical-grade and elderly care foreign domestic helpers. Unlike traditional volume-driven agencies, we focus on high-quality matching and exceptional after-sales support. We are currently seeking an experienced operations professional to become the backbone of our customer service and document processing team.

The Role

This is a 100% operations and conflict resolution role with NO sales targets. If you are an experienced agency professional who is tired of chasing sales quotas and wants a stable, respected role focused on problem-solving, document processing, and mediation, this position is tailored for you.

Key Responsibilities

• End-to-End Document Processing: Independently handle and monitor domestic helper working visa applications (HK Immigration Department) and contract notarization procedures at the Consulates.
• Crisis Management & Dispute Resolution: Act as the primary point of contact for post-arrival support. Professionally and calmly handle employer complaints, manage client expectations, and de-escalate conflicts between employers and helpers.
• Compliance Advisory: Provide accurate advice to both employers and helpers regarding the Hong Kong Employment Ordinance (Cap. 57) and Standard Employment Contract terms (e.g., termination, severance, rest days).
• Helper Relations: Conduct briefings for newly arrived helpers and provide ongoing psychological and operational support to ensure a smooth transition into their employers' households.
• Operational Optimisation: Assist management in streamlining internal workflows, from initial intake to post-placement follow-ups, ensuring zero operational bottlenecks.

Requirements

• Experience: At least 2 to 3 years of solid experience in the domestic helper agency industry. Deep familiarity with HK Immigration and Consulate procedures is strictly required.
• Working Hours: 5-day work week. You must be available to work on either Saturday or Sunday (staggered roster, e.g., working Wednesday to Sunday with Monday and Tuesday off) to support weekend operational peaks.
• Basic Salary: HK$22,000 to HK$23,000 per month (depending on experience).
• Performance Bonus: Monthly team pool commission tied to overall company gross sales.

Attributes

• -High EQ & Resilient: Stays calm under pressure and doesn't take complaints personally.
• -Strong Mediator: Confidently handles demanding clients and de-escalates conflicts.
• -Independent: A decisive problem-solver who requires minimal supervision.
• Knowledge: Strong understanding of Hong Kong labor laws and domestic helper regulations.
• Languages: Fluent in Cantonese and English (both spoken and written). Ability to communicate clearly and authoritatively with both local employers and foreign domestic helpers.

Benefits

• Public holidays (compensated on weekdays)
• 15 days of paid annual leave
• MPF
• and medical benefits.

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