Customer Service Manager – International Education Services

Customer Service Manager – International Education ServicesLocation: Causeway Bay, Hong KongEmployment Type: Full-timeTeam Leadership: 2 to 3 Customer Service OfficersAbout the OpportunityTHE Recruitment Consultancy Limited is supporting an established international education services company in appointing a Customer Service Manager. The company supports students and families through education advisory, school and university application guidance, academic preparation, enrichment programs and overseas learning experiences.This is a hands-on leadership role with ownership of the front desk and customer service function. You will lead a small team while remaining actively involved in handling incoming calls, emails, WhatsApp messages and walk-in inquiries. More than simply answering questions, you will ensure that every inquiry is properly understood, categorized, recorded and assigned to the appropriate sales, education or operational team for timely follow-up.KEY RESPONSIBILITIESFront Desk and Customer ServiceTake ownership of the daily front-desk and customer service operation.Handle telephone, email, WhatsApp and walk-in inquiries in a timely, courteous and professional manner.Understand each customer’s needs, collect essential information and determine the appropriate next step.Categorize and prioritize inquiries according to customer needs, urgency and level of interest.Assign follow-up responsibilities to the appropriate sales, education or operational team and monitor progress when required.Handle customer concerns and complaints professionally, escalating more complex matters appropriately.Maintain a welcoming and professional environment for students, parents, visitors and business partners.Inquiry Management and ReportingEnsure that customer and inquiry information is recorded accurately and consistently for immediate follow-up, future communication and marketing analysis.Maintain practical tracking tools covering inquiry sources, customer needs, lead status and assigned follow-up actions.Help classify inquiries using suitable categories such as hot, warm and cold leads.Produce reports that provide clear follow-up actions and useful insights for management, sales and marketing teams.Review historical inquiries and customer records to identify appropriate customer reactivation and reengagement opportunities.Protect customer information and maintain appropriate confidentiality and data-handling standards.Team Leadership and Process ImprovementLead, supervise, coach and support a team of two to three Customer Service Officers.Allocate daily responsibilities and ensure consistent service standards across the team.Establish and improve workflows, service standards and standard operating procedures covering inquiry handling, recording, referral and follow-up.Monitor team performance and provide practical feedback, guidance and training.Identify recurring service issues, workflow gaps and customer pain points, and recommend improvements.Work closely with sales, marketing, education and operations teams to improve coordination and the overall customer journey.Customer Engagement and Commercial SupportSupport appropriate outreach to existing customers and previous inquiries to encourage renewed engagement, referrals and awareness of relevant services.Help the team recognize customer needs and connect suitable families with appropriate services.Contribute to customer retention, referral and reactivation initiatives without compromising service quality or customer trust.Participate in performance-related incentive opportunities linked to eligible customer engagement and business outcomes, subject to the company’s incentive policy.Office Activities and Operational SupportCoordinate office activities, internal engagement initiatives and team-building arrangements.Support selected administrative and operational duties, including reporting, inventory control, examination logistics and invigilation.Assist with seminars, events and other customer-facing activities when required.Help maintain an organized, positive and collaborative workplace.REQUIREMENTSTypically five or more years of relevant experience in customer service, customer experience, front-office operations, center management or a related function.At least two years of supervisory or team-leadership experience, ideally leading front-line customer service employees.Demonstrated experience handling inquiries, assigning follow-up actions and maintaining accurate customer or lead records.Strong organizational ability, attention to detail and confidence managing several priorities simultaneously.A customer-focused mindset with commercial awareness to identify and support suitable follow-up opportunities.Strong interpersonal, complaint-handling and problem-solving skills.Comfortable working hands-on as part of a small team, rather than managing only from a distance.Good written and spoken English and fluent Cantonese.Good spoken Mandarin is highly advantageous.A bachelor’s degree in business, hospitality, communications or a related discipline is preferred.Proficiency in Microsoft Office and confidence using CRM systems, spreadsheets or customer-tracking tools.Willingness to provide occasional support for events, examinations or customer activities outside regular working hours when required.Education-sector experience is advantageous but not essential. Candidates from hospitality, healthcare, immigration, professional services, premium retail or other customer-focused service environments are welcome if they can demonstrate relevant team leadership and inquiry-management experience. Overseas study or international work exposure will also be considered favorably.Why Consider This Opportunity?Own an important and highly visible customer service function.Lead and develop a small front-line team.Improve how customer inquiries are handled, recorded and converted into meaningful follow-up.Work across customer service, operations, marketing and sales.Join an established education business during an active period of improvement and growth.Access performance-related incentive opportunities in addition to the base salary, subject to company policy.TO APPLYPlease submit your CV to THE Recruitment Consultancy Limited for a confidential discussion, stating your current and expected monthly base salary and availability.This position is being recruited urgently, and suitable applicants may be contacted promptly.