Malaysia Customer Service Associate for English Enrichment Centre (Remote)

Join Our Growing Team as a Full-Time Customer Service Associate!
Remote opportunity for candidates based in Malaysia (For Singapore Online Team)

As Write Edge continues to grow, we’re looking for warm, passionate and service-oriented individuals to join our Customer Relations & Operations team.

This role is ideal for someone who enjoys working with people, solving problems, and keeping things running smoothly behind the scenes. You’ll work closely with students, parents, teachers, and colleagues while gaining valuable experience and opportunities for growth within a growing education company.

Why Join Us?
At Write Edge, you’ll be part of a supportive team that values growth, collaboration, and continuous improvement. Beyond day-to-day operations, you’ll play an important role in shaping the experience of our students and parents, while developing valuable skills and taking on new opportunities as the company grows.

What You’ll Do:

As centre manager of our Online arm at Write Edge Singapore, you will play a pivotal role in overseeing the performance of our online arm and excel in delivering exceptional parent and student experience. We are looking for someone who can grow and journey with us as we build our Online presence in the Singapore market.

Branch Management

• Support the Teaching Team (Deployment, Timetabling, Relief Teaching)
• Perform a variety of administrative duties in support of the day-to-day operations
• Ensure the safety and appropriate behaviour of students at the centre
• Perform any other duties and responsibilities that support the online team
• Address and manage staff complaints, registration, withdrawal matters 
• Handle staff enquiries, complaints and escalations
• Train and manage new staff in both customer support and ground operations
• Organise and conduct online open houses on weekends 
• Ensure smooth running of online classes on Zoom (online student onboarding, troubleshooting technical issues)
  
  Deliver Top-Tier Customer Experience
• Attend to incoming phone/Whatsapp/email enquiries
• Proactively build, maintain and enhance relationships with students and parents over online platforms (Whatsapp, ClassDojo)
• Provide professional sharing of curriculum and excellent customer service to prospective customers
• Ensure consistent communication with customer based on specific touchpoints
  
  Student Enrolment 
• Initiate and execute strategies to expand Online arm and grow student enrolment numbers
• Communicate with customers in ensuring prompt follow-up and closure for all enquiries and leads
• Coordinate with internal stakeholders (HR, Teaching Team) to optimise timetable to meet the demands of the curriculum and student enrolment
  
  Process Improvement
• Identify opportunities for process improvement and implement strategies targeting customer support and operations
• Actively collaborate within cross-functional teams to ensure seamless customer experience
• Plan, coordinate and execute projects related to customer support and operations
  
  Qualifications and Skills:
• Proficient in Google Suite, Microsoft Office and technology in general
• Knowledge of and experience with Google Classroom, and Zoom would be 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 is meticulous with details
• Possesses emotional maturity and have a great interpersonal skills with verbal and written English proficiency 
• An accountable and responsible team-player, takes initiative and able to work with minimal supervision
• Able to portray oneself as an extension of the company - an English and Writing specialist through one’s attire and speech professionall

What We’re Looking For:

• Great Communicator: Strong verbal and written English proficiency with excellent interpersonal skills.
• Tech-Savvy: Proficiency in Google Docs, Sheets, and Microsoft Office.
• Multitasker: Ability to handle a fast-paced environment and adapt to change with ease.
• Problem-Solver: Quick-thinking, meticulous, and detail-oriented.
• Professional: Represent Write Edge with professionalism in both attire and speech.
• Team Player: Accountable, responsible, and able to collaborate effectively with the team.
   

Additional Requirements:
-At least 1-2 years of relevant work experience.
-Leadership qualities and project management experience (an advantage).

Location(s):
Remote

Work Hours:
-Option 1: 4 weekdays and 1 weekend
-Option 2: 2 weekdays and 2 weekends
-Weekdays: 1pm - 10pm
-Weekends: 8:30am - 6:30pm
(Workdays will be fixed and assigned based on your experience and company needs.)

Salary:
RM3,000-RM4,500

Learn more about what it’s like to work at Write Edge here:
https://www.write-edge.com/careers/
https://www.linkedin.com/company/write-edge/