Customer Service Manager - International Education Services

Customer Service Manager – International Education Services

Employment Type: Full-time

Team Leadership: 2 to 3 Customer Service Officers

About the Opportunity

THE 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 RESPONSIBILITIES

Front Desk and Customer Service

• Take 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 Reporting

• Ensure 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 Improvement

• Lead, 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 Support

• Support 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 Support

• Coordinate 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.

REQUIREMENTS

• Typically 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.