Student Service Officer

Student Service Officer

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.

3. Case Handling & Coordination

• 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.

Key Competencies

• 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.