Customer Service Representative (CSR)

About the role

The British Council is seeking a motivated, customer‑focused professional to join its Hong Kong team as a Customer Service Representative. In this position you will be the first point of contact for customers across multiple channels, ensuring smooth, high‑quality interactions that reflect the organisation’s values.

Key responsibilities

• Handle enquiries, registrations, complaints and transactions via face‑to‑face, phone, email, web chat and social media, aiming to resolve issues at first contact.
• Maintain accurate data entry in CRM and registration platforms, complying with safeguarding, financial and information‑security policies.
• Identify and promote relevant British Council products and services during interactions to support sales and customer retention.
• Process bookings, payments, refunds and customer communications while adhering to quality‑assurance and audit requirements.
• Provide feedback on customer needs and recurring issues to inform continuous‑improvement and Voice‑of‑Customer initiatives.

Required profile

• Fluent in English (minimum CEFR B2) and Cantonese (CEFR C2).
• Previous experience in a customer‑facing role delivering services to agreed quality standards.
• Strong computer literacy with confidence using standard applications.
• Ability to work a rotating five‑day schedule, including late afternoons and weekends as required.

Required skills

• Proficiency with CRM platforms.
• Experience using online registration systems.
• Competence in standard computer applications (e.g., Microsoft Office).