Client Service Analyst

About the role

Global Immigrate Limited is hiring a Client Service Analyst into its Sheung Wan office. This is a hybrid of two jobs that usually sit apart: the front-of-house relationship work with clients, and the analytical work of understanding why cases move quickly or slowly.

On the client side you are the point of contact — taking enquiries, answering questions about the service, and following each case through to completion. On the analytical side you build and keep the service ledger, write the regular summaries and analysis reports, and use what the data shows to tighten the process.

It suits someone about two years into their career who is comfortable holding a client conversation in Cantonese or Mandarin one hour and drafting English correspondence the next. Overseas study experience is an advantage, as is anything that has taught you to work with numbers as well as people.

What you'll do

• Handle day-to-day client contact, respond to service enquiries and follow each case through the full service journey, maintaining strong client relationships.
• Carry out business data review and analysis — surfacing operational problems and client needs, and producing the insight that supports service improvement.
• Coordinate the handling of service exceptions and disputes, working with internal colleagues to close each issue out properly rather than patching it.
• Build and maintain a properly structured service ledger (服務台賬).
• Write regular work summaries and analysis reports.
• Keep optimising the service process, and work across the firm to keep the business compliant.

What we're looking for

• Bachelor's degree (專上教育：學士學位).
• Two years (24 months) of relevant work experience.
• Spoken Cantonese to a fair standard, and good spoken Mandarin and English.
• Able to read and write both Chinese and English.

Nice to have

• Overseas study experience (具海外留學經歷).
• Confident handling English-speaking clients and English documentation.
• Data analysis skills and experience communicating with overseas parties.
• Prior experience in a comparable client-facing role.

What you get

• Permanent (長工) engagement — this is not a fixed-term contract.
• Five-day week, Monday to Friday, 10:00 – 18:00.
• Eight working hours per day, no shift work required.
• Saturdays and Sundays as rest days.
• Sheung Wan office, three minutes from Sheung Wan MTR.