Learning Advisor (Customer Success)

Geniebook; Malaysia; On-site; MYR 47,000 - 71,000; Full time

Benefits offered by this job

Monthly commissions

Job summary

Geniebook is expanding its Customer Service team in Malaysia. The role, also known as Learning Advisor, focuses on boosting app usage and subscription renewals through proactive engagement with students and parents.

Candidates should be energetic, empathetic, and highly self-motivated, with excellent English and Mandarin. The position is onsite at Mid Valley, with a strong monthly commission scheme tied to KPI performance.

Qualifications

• Proven experience in a Customer Success and/or Sales related role is mandatory.
• A Bachelor's degree is highly advantageous, but not mandatory.
• Must possess excellent communication skills and a strong command of English AND Mandarin Chinese are essential to succeed in this role.
• High energy, passionate, and deeply empathetic of the customer.
• Highly self-motivated with the ability to work fast and smart independently.

Responsibilities

• Develop strategies to increase student engagement with Geniebook.
• Address concerns, queries, or issues promptly to maintain high customer satisfaction.
• Analyze and share learner data with parents to maximize improvement and benefits.
• Increase customer lifetime value through add-ons, referrals, and plan upgrades.
• Maintain regular monthly contact with parents/students.
• Inspire and motivate students to set and achieve academic goals.
• Identify strengths/weaknesses and provide guidance for improvement.
• Assist parents in navigating the Geniebook platform to improve user experience.

Skills

Communication

English

Mandarin Chinese

Customer success

Sales oriented

Education

Bachelor's degree

Job description

Loved by over 220,000 users, Geniebook is Singapore’s largest online learning platform for English, Mathematics and Science (EMS) syllabi, with Chinese being our newest subject offering.

From AI-personalised worksheets to live classes and teacher chats, we are a powerful suite of complementary learning products designed to help students accelerate their academic performance.

We’re looking out for amazing global talents to scale Geniebook exponentially across Southeast Asia, and we have many exciting roles opening up across a wide range of functions.

So join us today to inspire a new generation of learners and help even more students learn smarter and do better!

Job Scope

InGeniebook, Customer Service Specialists are also known asLearning Advisors, whose key responsibilities are to boost the customers' usage of the app and boost renewals of the subscriptions with Geniebook.

• Develop and implement strategies to consistently increase student engagement with Geniebook.
• Address any concerns, queries, or issues promptly and effectively to maintain a high level of customer satisfaction.
• Analyze & share students' learner's data with the parents to maximise students' improvement and highlight the benefit of Geniebook.
• Increase customer's lifetime value by obtaining add-on, referral, and upgrade of Geniebook plan.
• Maintain regular and proactive contact with parents/students on a monthly basis.
• Inspire and motivate students to set and achieve their academic goals.
• Identify students' strengths and weaknesses and provide guidance for improvement.
• Assist parents in navigating the Geniebook platform to improve their child's user experience.

Other Details:

• 4 Weekdays + 1 WeekendOR3 Weekdays + 2 Weekends (select one upon joining)
• Hours: Weekdays 12PM - 9PM, Weekends 10AM - 7PM
• Onsite for all working days
• Office located at Mid Valley
• Strong monthly commission scheme based on KPI performance

Requirements

• Provenexperience in a Customer Successand/or Sales related role is mandatory.
• A Bachelor's degree is highly advantageous, but not mandatory.
• Must possess excellent communication skills and a strong command of English AND Mandarin Chinese are essential to succeed in this role.
• High energy, passionate, and deeply empathetic of the customer.
• Highly self-motivated with the ability to work fast and smart independently.