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.

1. Frontline & Parent Experience

Attend to incoming WhatsApp, phone, email enquiries, and in-centre interactions from parents in a warm, professional and timely manner.
Provide clear and accurate information on programmes, schedules, T&Cs, fees and learning platforms (e.g. Zoom, Google Classroom).
Build, maintain and strengthen relationships with students and parents through consistent communication across platforms and in-person interactions.
Handle feedback and complaints with professionalism and emotional maturity, escalating complex cases when required.
Liaise with teachers and operations on student/parent matters where necessary.
Act as a frontline representative of the centre by welcoming parents and supporting a positive customer experience.

2. Operations & Class Support

Support class operations by coordinating teacher allocation, timetables and classroom readiness (physical and online).
Carry out administrative tasks such as updating student records, attendance tracking, withdrawal processing, replacement coordination and payment-related workflows.
Print worksheets and learning materials as required and ensure distribution for classes.
Coordinate with teachers and operations to ensure smooth delivery of lessons and class arrangements.
Assist with centre upkeep and light operational tasks (e.g. maintaining a presentable learning environment, clearing bins and replenishing basic supplies).
Learn and use internal operations systems to support administrative and customer workflows.

3. Student Enrolment & Follow-Up

Work closely with the Operations Manager and enrolment team to support student enrolment and lead follow-up.
Follow up with leads and trial parents via WhatsApp or calls using provided guidelines.
Ensure timely closure of enquiries and coordination with internal teams to match parents needs to suitable programmes and schedules.
Escalate complex cases to the Operations Manager when required.

4. Process & Service Improvements

Identify operational or service-related issues and flag them early to the Centre Manager or operations team.
Support efforts to refine SOPs and improve customer experience workflows.
Assist with small internal initiatives that enhance service delivery and operational efficiency.

Skills Required

Strong verbal and written communication skills in English. Mandarin and Bahasa Malaysia proficiency is an advantage, but not mandatory.
Proficiency in Google Workspace (Docs, Sheets) and Microsoft Office.
Familiarity with digital learning platforms such as Zoom and Google Classroom is an advantage.
Ability to multitask and adapt in a fast-paced and evolving work environment.
Strong problem-solving ability, quick responsiveness and high attention to detail.
A responsible and accountable team player who is able to work independently with minimal supervision.
Professional communication skills and the ability to represent the organisation appropriately when interacting with parents and students.
At least 1–2 years of relevant working experience in customer service, operations or administrative roles. Experience in the education industry is an advantage.

Attributes
We're looking for someone who is:

Warm, professional and service-oriented, with a genuine desire to support parents and students.
Meticulous and organised, with strong attention to detail.
Able to remain calm under pressure and handle challenging situations with emotional maturity.
A proactive problem-solver with sound judgement and quick reactions.
Accountable and responsible, capable of working independently when required.
A collaborative team player who is willing to support colleagues and step in where needed.
Able to represent Write Edge professionally as an English and Writing specialist.

Location:

Hybrid arrangement: a mix of remote work and on-site presence at our Subang Jaya branch:

Write Edge Malaysia (Subang Jaya)

53, First Floor, Jalan SS 15/5A

SS 15, 47500 Subang Jaya

Selangor, Malaysia

Working Days: 4 weekdays + Saturday

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

Customer Service & Ops Associate (Full Time, Malaysia, Hybrid)