(malaysia) Full Time Customer Service Associate

Full Time Customer Service Associate (Hybrid)

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.

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)

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.

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

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.