Job Description

It's an exciting time for Write Edge as we expand our presence in Malaysia and continue enhancing the parent and student experience. We are looking for a warm, meticulous and proactive Full-Time Customer Service Associate (Hybrid) to join our Customer Relations team.

In this role, you will be the main point of contact on our WhatsApp channel and support the day-to-day operations of our Malaysia branches. You will handle parent enquiries, coordinate class arrangements and work closely with the teaching and operations teams to ensure smooth operations and a positive experience for our families.

Based primarily at our Subang Jaya branch (hybrid arrangement), you will collaborate closely with the Centre Manager and Senior Teacher to support class operations, strengthen parent relationships and contribute to an excellent learning experience for students.

This role offers hands-on exposure in a fast-growing education SME, with clear SOPs and mentorship to support your professional development.

Day-to-day

Drive enrolment, retention and conversion through professional handling of enquiries and registrations across Write Edge services via WhatsApp Business, email, and various operations systems.
Provide accurate and prompt information about programmes and services to prospective students and parents.
Support follow-ups and conversions to ensure a smooth enrolment journey and positive customer experience.
Assist in refining enrolment workflows and processes to improve operational efficiency and customer engagement.
Contribute to customer service initiatives, events and enrolment-related projects as required.

Skills Required:

Strong Communication Skills Exceptional verbal and written communication abilities are essential for handling enquiries professionally, guiding prospective students through the enrolment process, and collaborating with internal teams to ensure clear, consistent messaging.
Customer Service Orientation Customer-centric mindset with active listening, empathy and responsiveness to student and parent needs. Ability to resolve queries and concerns with professionalism and patience.
Attention to Detail and Organisational Skills Accuracy in managing registration details, maintaining records and ensuring timely follow-ups. Strong organisational skills to handle multiple enquiries and tasks efficiently.

Requirements and Attributes

Strong verbal and written communication skills in English. Mandarin and Bahasa Malaysia proficiency is an advantage, but not mandatory.
Resilience in a fast-paced environment with the ability to work independently
Adaptable, customer-focused approach with strong problem-solving skills
Strong administrative and tech-savvy skills, with proficiency in Google Suite

Training and mentorship will be provided to support your development in the role.

Location(s): Fully remote position or Hybrid arrangement (remote + on-site)

On-Site Location:
Write Edge Malaysia (Subang Jaya)

53, First Floor, Jalan SS 15/5A

SS 15, 47500 Subang Jaya

Selangor, Malaysia

Working Hours:

Weekdays (Tuesday Friday): 2pm 10pm
Saturday: 8.30am 6.30pm

Working Days:

2 fixed days one weekday (to be agreed) and Saturday

Additional days may be scheduled on an ad-hoc basis depending on operational needs and candidate availability

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