(Malaysia) Full Time Customer Service Associate

Malaysia

Full Time

Mid Level

It’s an exciting time for Write Edge as we enter our next phase of expansion. For us to continue delivering the best customer experience for our students and parents, we are looking for driven and resourceful individuals with warm personalities to join us as a Full Time Customer Service Associate (Hybrid).

As part of our Customer Relations team, you can expect to receive hands-on experience with mentorship in a fast-growing SME.

1. Frontline & Parent Experience

Attend to incoming WhatsApp, phone and email enquiries from parents in a warm, professional and timely manner
Provide clear information on programmes, schedules, fees and platforms (e.g. Zoom, Google Classroom)
Proactively build, maintain and enhance relationships with students and parents over online platforms (WhatsApp, ClassDojo, email)
Handle feedback and complaints with calm and maturity, escalating to the Operations Manager / Senior Teacher when needed
Ensure consistent communication with customers at key touchpoints (e.g. after trial classes, PTMs, registration periods)

2. Operations & Class Support

Support the Teaching Team with deployment, timetabling and relief teaching arrangements (admin side)
Perform a variety of administrative duties to support day-to-day operations (e.g. updating student name lists, attendance, withdrawals, replacement classes)
Coordinate with teachers and ops to ensure smooth running of both physical and online classes (Zoom links, tech checks, materials sent)
Assist in organising and running online events such as trial classes, tester days, workshops and parent-teacher meetings.

3. Student Enrolment & Follow-Up

Work closely with the Operations Manager / Enrolment Specialist to support student enrolment targets
Follow up with leads and trial parents via WhatsApp/calls using provided scripts and guidelines
Ensure prompt follow-up and closure for all enquiries and leads, handing over more complex cases to the Operations Manager where needed
Coordinate with internal stakeholders (ops, teaching team) to match parents’ needs with suitable classes and timetables

4. Process & Service Improvements

Identify recurring issues or bottlenecks in customer support and operations, and flag them early to the Centre Manager / Head of Ops
Help refine and document SOPs for frontline and operations tasks where needed
Support small projects related to customer support and operations (e.g. improving a reporting sheet, tightening a follow-up workflow)

Skills Required

Strong verbal and written English; Bahasa Malaysia is a plus
Proficient in Google Suite (Docs, Sheets), Microsoft Office and technology in general
Knowledge of and experience with Zoom, Google Classroom, ClassDojo or similar platforms is an advantage
Able to multi-task and adapt to a fast-paced and changing work environment, resilient under pressure
A great problem-solver with quick reactions and high attention to detail
An accountable and responsible team player, able to work with minimal supervision
Able to present yourself as an extension of the company – an English and Writing specialist – through professional communication and conduct
At least 1–2 years of relevant working experience in customer service / operations / admin; experience in the education industry is an advantage

Location(s): Hybrid - on-site at our Subang Jaya Branch and Remote
Write Edge Malaysia (Subang Jaya)
53, First Floor, Jalan SS 15/5A,
SS 15, 47500 Subang Jaya,
Selangor, Malaysia

Work Hours:

Working days: 4 weekdays + Saturday
Weekdays (Tuesday – Friday): 1pm – 10pm
Saturday: 9am – 6pm

Working days will be fixed, assigned at the point of offer based on candidates' experience and company needs.

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We are a passionate, disciplined and focused team looking for like-minded individuals to join us on our mission to be Singapore's English and Writing Specialist.Are you driven, resourceful, committed and independent? Join our energetic team to have a fruitful and hands-on experience.

(Malaysia) Full Time Customer Service Associate

Apply for this position

We are a passionate, disciplined and focused team looking for like-minded individuals to join us on our mission to be Singapore's English and Writing Specialist.

Are you driven, resourceful, committed and independent? Join our energetic team to have a fruitful and hands-on experience.