Roboto Coding Academy

Customer Service Lead (Remote / Work-From-Home) – MYR 4,500 – MYR 5,000

Job Description

Roles & Responsibilities

  • Work From Home (WFH) remotely in Country of Residence to support Global business operations, in accordance with Academy’s Standard Operating Procedures (SOP) and policies
  • Lead and manage a team of Executives to achieve the team’s Customer Service KPIs
  • Manage training, performance and rostering of Executives in the Customer Success function
  • Champion the Academy’s Brand guidelines and Customer Service Blueprint as the first touchpoint to clients
  • Provide professional, prompt, and friendly support to customers and staff over the phone and text messages for matters such as attendance, billing, technical, curriculum, make-up classes, class transfers or other enquiries.
  • Answer inbound messages and calls from clients
  • Handle escalated high-level tickets from Executives
  • Use cloud-based Customer Relationship Management (CRM) tools and Learning Management Systems (LMS) to manage internal and external support requests from customers and staff
  • Assist to prepare, compile, and maintain proper digital documentation for all classes and students.

Working Hours

  • Work-From-Home (WFH)
  • Details of working hours (GMT +8):
  • Weekday: 10:00am to 7:00pm 
  • Weekend: 8:00am to 6:00pm
  • No. of working days per week: 
  • 3 weekdays + 2 weekends

Who We Are Looking For

  • Minimum Degree in any field
  • Minimum 5 year(s) of experience in any Customer Service Role
  • Minimum 1 year(s) of experience in Supervisor or Managerial Customer Service Role
  • Customer-focused and able to keep client’s interests front of mind
  • Goal-Orientated with self-discipline to work independently
  • Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment
  • Strong attention to detail
  • Friendly personality and good client communication skills
  • Good command of spoken English
  • Speaks with confidence and clear intonation over the phone

Basic WFH Equipment Requirements:

  • Laptop or desktop computer that can run web browsing, spreadsheet, and communication software
  • Intel i5 or AMD equivalent
  • 4GB RAM
  • Stable internet connection, preferably at least 5 Mbps
  • Headset for video calls

Leave a Reply

Your email address will not be published. Required fields are marked *