Full-time Customer Service Associate (Malaysia, Hybrid) – Frontline & Operations

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

Write Edge