Customer Service Administrator - ESF Explore

ESF Explore is looking for a Customer Service Administrator to join our dynamic team. This role is essential in responding to customer inquiries regarding our diverse range of after-school programs for children aged 4 months to 18 years.

Responsibilities

• The key responsibilities will include customer communication, course administration, database management and operational/clerical support
• Engaging with customers and offering detailed responses to inquiries through different channels
• Identifying and addressing customer concerns and proposing possible solutions
• Providing administrative assistance to the coaching team
• Creating and monitoring classes on the ESF Explore website
• Operating the enrollment system and ensuring information accuracy
• Processing enrollments and following up on payments
• Operating the SMS system
• Upholding and enforcing any course policies in place
• Cross-selling and upselling after-school programs
• Building strong relationships with customers to enhance service quality
• Performing any ad-hoc tasks when required

Requirements

• Diploma, Associate Degree, or Degree Holder
• 2 years of relevant experience in a customer service role
• Attention to detail and documentation accuracy
• Strong multi-tasking and problem-solving skills
• Excellent customer service orientation
• Service-oriented with sound knowledge in customer service operation or any service related industry
• Familiarity with the messaging features of Meta platforms, including but not limited to Facebook, Instagram, and WhatsApp
• Proficiency in written and spoken English and Chinese (Cantonese and Mandarin)
• Proficiency in Chinese word processing
• Proficiency in written Simplified Chinese will be an advantage
• Educational sector experience is a plus but not essential
• Saturday morning shifts are required

Applicants must be permanent Hong Kong residents or possess a valid visa to work in Hong Kong.

Working Location: The ESF Explore office is located in Ho Man Tin and will be relocated to North Point in December 2025.

Benefits: We offer a comprehensive remuneration package, including medical and dental benefits, annual leave, and a 5-day workweek (with a Saturday shift expected approximately every 3rd week).

Closing Date: 7 December 2025

Applications will be reviewed on a rolling basis and offers may be extended prior to the job closing date.

By applying for this position, your application may be considered for other opportunities (senior-level roles, head of department, etc.) within ESF.

ESF is an Equal Opportunities Employer

The English Schools Foundation (ESF) is fully committed to providing equal employment opportunity. ESF will not discriminate on the basis of age, race, colour, gender, marital status, sexual orientation, gender identity, pregnancy, national origin, religion, veteran status, physical or mental disability, genetic information, creed, citizenship or any other status protected by local laws or regulations.

Personal data provided by job applicants will be used strictly in accordance with the ESF's Personal Data Policy, a copy of which will be provided upon request.

ESF is dedicated to ensuring the safety and well-being of all students in our care and expects all applicants to uphold this commitment. We adhere to rigorous recruitment practices, with all appointments contingent upon an interview, identity verification, criminal background checks (including ICPC, SCRC, and other international background checks as appropriate), assessment of social media presence, and positive references.

In accordance with the Keeping Children Safe in Education (KCSIE) 2025 guidelines, ESF may perform online checks for all shortlisted candidates prior to the interview.

supportstaff SupportStaffFinAcAd The English Schools Foundation (ESF) is the largest English-medium international school organisation in Hong Kong. Our 22 schools and comprehensive programme of extra-curricular activities bring out the best in every student through a personalised approach to learning and by inspiring curious minds.

There are over 18,000 students from 75 different nationalities in ESF kindergartens, primary, secondary and all-through schools.  www.esf.edu.hk