Operations Executive

1 month ago

Kuala Lumpur, Malaysia LingoAce Full time

**Company**

Established in 2017, LingoAce is a Singapore-based global education technology company and leading Mandarin Chinese language learning platform, offering an immersive language learning experience tailored to meet the needs of learners aged three to 15 years old, across a range of language proficiency levels and diverse cultural backgrounds. A committed partner to both young learners and their parents, LingoAce harnesses the capabilities of passionate teachers along with research-backed digital content, featuring animation, gamification, and AI, to effectively deliver authentic and interactive online Chinese language lessons.

By nurturing the next generation of confident multi-lingual communicators, LingoAce aims to broaden its horizons and unlock future opportunities for these students. With a team of more than 1,300 LingoAcers, 4,000 certified teachers currently, and offices in the U.S., Southeast Asia, and China, LingoAce serves students across 100 countries and regions. We have also recently closed our Series C and B funding rounds, with a total of $180 million raised to date. Some of our great partners and backers include Sequoia Capital India, Owl Ventures, Tiger Global, Shunwei Capital, SWC Global & Decent Capital.

**Responsibilities**
- To be the voice of our brand; effective handling of all customers’ inquiries via calls, WhatsApp, or walk-in customers.
- To be the face of our brand; to adhere to front desk duties and maintain a thorough knowledge of the company’s products.
- To deliver on service-level-agreement (SLA) commitments made to customers and assist with renewal packages.
- To process tasks and operational-related matters within Blended-Learning teams via tickets and projects.
- Ability to triage and prioritize caseload considering urgency, possible consequences, and service quality.
- Ensure all systems are operating smoothly and take ownership for progression of own caseload. (i.e. replacement classes)
- Honor company’s direction and the tone set by Managers and Team Lead on customers and internal communications. (i.e. Service templates, Call scripts, and Teams SOPs).
- High acceptance of system improvements and to provide support in work processes upgrades/SOP launches.
- Cultivate an environment that promotes strong teamwork, effective information sharing, learners-first, top-notch service standards, and personal performance improvement. Any ad-hoc duties and responsibilities assigned by the leadership of the company.

**Requirements**:

- Minimum 1 - 2 years of relevant work experience in customer service/operations.
- Diploma/Degree holder or equivalent.
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
- Ability to multitask, organize, and prioritize work.
- Organizational skills and attention to detail.
- Self-motivated, resourceful, and with a strong sense of initiative.
- Have worked in a start-up environment is advantageous.
- Have experience using Class-in, ZOHO, or any other Customer Service Management system is advantageous.
- Working Schedules: 11.30 am - 8.30 pm (Weekdays) and 10 am -7 pm on (Weekends)

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