Student Service Officer

ARCH Education Group Limited; Hong Kong; On-site; HKD 201,000 - 279,000; Full time

Job summary

ARCH Education Group Limited, based in Hong Kong, seeks a proactive Student Service Officer to support students and parents across enquiries, administration, student services and frontline operations.

You will handle student enquiries via multiple channels, process documents and payments, and collaborate with Academic, Admissions and Operations teams to ensure timely, high-quality service.

Qualifications

• University degree or fresh graduates welcome.
• Experience in customer service, student services, administrative, or education sectors preferred.
• Excellent communication and interpersonal skills with a positive attitude and willingness to learn.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Customer-focused mindset with commitment to high-quality service.
• Strong organisational and problem-solving skills.
• Proficiency in English and Chinese; ability to work under pressure.

Responsibilities

• Provide timely and accurate student enquiry support via email, hotline, online platforms and in person.
• Process student documents, applications, forms, certificates, and payments; maintain records.
• Support daily front counter operations and coordinate with Academic, Admissions and Operations teams to resolve issues.

Skills

Customer service

Communication skills

Organizational skills

Bilingual English/Chinese

Multitasking

Microsoft Office

Canva

Monday.com

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

ARCH Education, a member of CTF Education Group, is a Hong Kong-based educational institute on a mission to help students bridge their educational gaps and pave their unique paths to primary and secondary schools, universities, and future careers!

We are seeking a proactive and service-oriented Student Service Officer to deliver high-quality support and services to students and parents across multiple touchpoints, including enquiries, administration, student services, and frontline operations

Responsibilities

1. Student Enquiry Support

Provide timely and accurate support through email, hotline, online platforms, and face‑to‑face interactions.

Address questions related to enrolment, class schedules, attendance, payments, academic records, and general student needs.

Investigate and resolve issues, escalating when necessary.

2. Administrative & Operational Support

Process student documents, applications, forms, certificates, and payments.

Maintain accurate records in student information systems.

Support daily front counter operations and ensure professional service standards.

Assist with logistics, event support, and general administrative duties.

Follow up with internal departments (Academic, Admissions, Operations) to resolve student issues.

Monitor case progress to ensure timely closure and service-level compliance.

4. Service Quality & Compliance

Follow established SOPs and maintain high service standards.

Gather and pass on student feedback for service improvement.

Qualifications

• University degree holder or fresh graduates are welcome to apply.

Previous customer service, student services, administrative, or education sector experience is preferred.

Excellent communication and interpersonal skills, with a positive attitude and willingness to learn.

Strong attention to detail and the ability to manage multiple tasks simultaneously.

Customer-focused mindset with a commitment to delivering high-quality service.

Strong organisational and problem-solving skills.

Ability to work under pressure in a fast-paced environment.

Proficiency in Microsoft Office applications, experience with Canva, Monday.com is an advantage (training will be provided).

Good command of written and spoken English and Chinese.

Strong customer service mindset with a commitment to delivering an excellent student and parent experience.

Excellent communication and interpersonal skills.

Strong organisational and time management skills.

Ability to multitask and manage competing priorities effectively.

Detail-oriented with strong administrative accuracy.

Proactive problem-solving and issue-resolution skills.

Ability to work collaboratively with academic, admissions, and operations teams.

Professional, positive, and service-oriented attitude.

Adaptable and able to perform effectively in a fast-paced environment.

Strong sense of responsibility, accountability, and integrity.