(Malaysia) Customer Service Associates

Customer Service Associates

Company Overview:
Write Edge Malaysia is an ambitious and rapidly growing SME aiming to become
Malaysia’s leading English and Writing Enrichment Specialist. We are committed to
providing top-notch educational services to help students excel in their English and
writing skills. Join us as we strive to make a significant impact in the Malaysian
education sector.

https://write-edge.my/

Job Description:

Are you passionate about delivering top-tier customer service, know your way around
operations and people? If the answer is YES, then WE want you! Write Edge is looking for
committed, responsible and resourceful individuals with warm personalities and exceptional
customer service to join us as Full Time Customer Service Associates.

The Customer Relations and Operations team is in charge of the customer experience and
operations online with Write Edge Malaysia. We are also in charge of helming various events
and spearheading different projects to reach our goals for the Malaysia Market. Your
insightful contribution will help to develop, expand and maintain our business processes and
systems.

Key Responsibilities:

Handling Customer Inquiries:

•  Respond to customer inquiries via phone, email and WhatsApp promptly and effectively. Communicate and coordinate with customers to ensure prompt follow-up and closure for all enquiries and leads.
• Proactively build, maintain, and enhance relationships with students and parents over online platforms.

Ensuring Customer Satisfaction:
Proactively build, maintain and enhance relationships with students and parents.

•  Follow up with customers to ensure their issues are resolved satisfactorily and they are satisfied with the service provided.
• Ensuring consistent communication with customer based on key touchpoints.

Resolving Issues:

• Address and resolve customer complaints and issues in a timely and efficient manner, to ensure that a best-in-class customer service experience is delivered.

Handling Escalations:

• Escalate complex issues to the appropriate department or manager when necessary and communicate effectively with other departments to resolve problems promptly.
• Collect and record all relevant information accurately.

Managing Administration:

• Ensure the smooth running of online classes (Eg: student onboarding, troubleshooting technical issues).
• Perform a variety of administrative duties in support of the day-to-day operations.
• Ensuring all data and reports are up to date and well organized.
• Perform any other duties and responsibilities to support other departments.
• Coordinate with internal stakeholders (Teaching, Finance and HR Team) to optimise timetables to meet curriculum and enrolment demands.
• Organise and conduct events (Eg workshops, Parent/Teacher Meets)
• Assist with ad-hoc tasks as delegated and support company events or functions as needed.

Requirements:

• 1-2 years of customer service experience.
• Fluency in English and Mandarin is essential, as the role involves communicating with Mandarin-speaking customers.
• Ability to work independently with minimal supervision.
• Pleasant personality with excellent interpersonal skills.
• Service-oriented and positive mindset.
• An accountable and responsible team-player

Location(s): Remote
Commitment Period: Full Time 
Working Hours: Tues - Fri: 1pm - 10pm; Sat: 9am-6pm