Executive Assistant (at the rank of Clerk II) in the Joint University Programmes Admissions System (JUPAS) Office (Ref: 537549) (to commence as soon as possible, on a one-year full-time temporary basis, with the possibility of renewal subject to satisfactory performance)
About the Office
The JUPAS Office administers the centralised application system for admission to full-time undergraduate programmes offered by participating-institutions in Hong Kong. We are committed to providing accurate, timely, and increasingly user-focused services to eligible applicants, and other key stakeholders, ensuring fairness, transparency, and operational excellence throughout the admissions process. Information about the Office is available at https://www.jupas.edu.hk.
About the Role
The JUPAS Office is seeking a customer-focused, proactive and detail-oriented individual with an interest in service improvement and user experience. The appointee will support the delivery of high-quality enquiry services to applicants, parents, schools and the public through various communication channels. Beyond handling enquiries, the role will contribute to service improvement initiatives by identifying trends, analysing recurring issues and supporting the enhancement of self-service resources and digital communication platforms. This position supports the enhancement of applicant services through enquiry analysis, service improvements and the development of self-service resources.
Major Duties
- Handle enquiries received through telephone, email, enquiry forms, chatbot and other communication channels.
- Provide accurate, professional and timely information relating to JUPAS applications, procedures and policies.
- Investigate and follow up enquiry cases requiring coordination with internal teams and external stakeholders.
- Monitor enquiry trends, recurring questions and service issues, and recommend improvements to communication materials, FAQs and user journeys.
- Maintain and update enquiry guides, standard responses, FAQs and chatbot knowledge resources.
- Categorise and analyse enquiry data, hotline records and feedback to support service enhancement initiatives.
- Assist in preparing reports, statistics and management information relating to enquiry services and customer experience.
- Contribute to applicant-facing communications, self-service resources and user experience improvement projects.
- Support daily website operations, including uploading and updating website content, announcements, and resources via the Content Management System (CMS).
- Perform administrative and operational duties as assigned.
Qualifications and Qualities
Applicants should possess:
- A recognised bachelor's degree;
- At least two years of relevant experience in customer service, admissions, education administration, enquiry handling, contact centre operations or other stakeholder-facing functions;
- Excellent verbal and written communication skills in English and Chinese;
- Good command of Putonghua would be an advantage;
- Strong interpersonal and problem-solving skills;
- A customer-centric mindset and commitment to service excellence;
- Good analytical ability and confidence working with enquiry statistics and operational data;
- Proficiency in Microsoft Office applications and familiarity with AI-enabled productivity tools will be an advantage;
- Good numerical sense, attention to detail and IT proficiency;
- Experience in enquiry management systems, customer services, hotline operations or data reporting would be an advantage.
What We Offer
A highly competitive salary commensurate with qualifications and experience will be offered, along with annual leave and medical benefits.
How to Apply
The University only accepts online application for this position. Applicants should apply online and upload a covering letter and an up-to-date C.V. Review of applications will commence as soon as possible and continue until October 31, 2026, or until the post is filled, whichever is earlier. Shortlisted candidates will be invited to attend a written test and an interview. Information about the Office is available at https://www.jupas.edu.hk.
