Senior Student Services Officer / Student Services Officer

Capstone Educational Group Limited; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

CAPSTONE PREP in Hong Kong seeks a Senior Student Services Officer to be the main escalation point for students and parents, handling inquiries across channels. You will lead service initiatives to raise standards and support enrollment growth.

You will oversee enrollment, registration, attendance, scheduling, onboarding and events, maintain records, and collaborate with teaching teams while mentoring junior staff in a fast-paced environment.

Qualifications

• Bachelor's degree in a related discipline.
• 3–4 years of relevant customer service or student administration experience is advantageous.
• Customer-centric mindset with professional demeanor.
• Excellent communication, interpersonal and problem-solving skills.
• Well-organized, detail-oriented and able to multitask in a fast-paced environment.
• Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Serve as the main escalation point for students and parents across phone, email, and in-person consultations.
• Lead service initiatives to raise standards within the department.
• Support enrollment growth and foster student retention.
• Oversee enrollment, course registration, attendance, and daily center operations.
• Manage master scheduling, classroom resources, onboarding, orientation, and events.
• Maintain student records, manage CRM/school management platforms, and generate reports.
• Collaborate with teaching teams and other departments while mentoring junior staff.
• Drive process improvements and cross-department initiatives as required.

Skills

Customer service

Communication

Interpersonal skills

Problem-solving

Multitasking

Education

Bachelor's degree in Business Administration, Education, Communications, or related

Tools

MS Office

CRM software

School management software

Job description

Senior Student Services Officer / Student Services Officer

Serve as the primary point of escalation for students and parents, resolving complex inquiries, feedback, and conflicts across phone, email, and in-person consultations.

Lead customer service initiatives to establish elevated service standards across the department.

Support marketing efforts to drive enrollment growth and foster long-term student retention.

Oversee student enrollment procedures, course registration workflows, attendance tracking, and daily center operations.

Manage master academic scheduling, classroom resource allocation, materials preparation, and the coordination of onboarding, orientation, and center-wide events.

Maintain accurate student records, manage CRM and school management platforms, and generate operational and administrative reports for senior management.

Collaborate with teaching teams and internal departments while providing functional leadership to junior staff.

Perform senior ad-hoc assignments, drive process improvements, and support cross-departmental initiatives as required.

Requirements:

Bachelor's degree in Business Administration, Education, Communications, or a related discipline.

Minimum of 3 to 4 years of relevant experience in customer service, student administration, or the education sector is an advantage.

Customer-centric mindset with a professional, patient, and pleasant demeanor.

Excellent communication, interpersonal, and problem-solving skills.

Well-organized, detail-oriented, and capable of multitasking in a fast-paced environment.

Collaborative, approachable, cheerful, and effective at working within a team

Strongly self-motivated at work and eager to learn, particularly regarding new curriculum policies, application procedures, and other related requirements

Strong command of written and spoken English and Chinese (Cantonese and Mandarin).

Proficiency in MS Office applications and school management or CRM software.

Candidates with less experience may be considered for the Student Services Officer / Associate role.

Ability to work a five-day work week on shifts, including Saturdays.

Immediate availability is preferred.

CAPSTONE PREP is a niche education center which offers students unrivaled preparation to achieve their educational goals. Founded in 2003, CAPSTONE has been one of Asia's leading educational consultancy/learning center that is committed to seek the best for their students in English, Test Preparation and Consultation Services - Providing Elite Courses For Elite Students.

To learn more about CAPSTONE, log onto www.capstoneprep.com.

We are now seeking a well-qualified high-caliber person to join us in our growing team.

CAPSTONE PREP is a niche education center which offers students unrivaled preparation to achieve their educational goals. Founded in 2003, CAPSTONE has been one of Asia's leading educational consultancy/learning center that is committed to seek the best for their students in English, Test Preparation and Consultation Services - Providing Elite Courses For Elite Students.

To learn more about CAPSTONE, log onto www.capstoneprep.com.

We are now seeking a well-qualified high-caliber person to join us in our growing team.