Teacher Support Advisor - Malaysia
Twinkl, Malaysia

Location: Fully remote / work from home (based in Malaysia)

Hourly rate: 27.00 MYR

Weekly hours: 37.5 hours per week

Contract: 6-month contract (with a view to extend), self-employed contractor, responsible for own taxes, no benefits.

Line Manager: Kevin Williams

Recruiter: Charlotte Harris

As Twinkl develops, we want to ensure that whenever a teacher has an issue or needs our help that we can provide the best service and help them as quickly as possible. As such, we are looking for enthusiastic teachers to join us to help teachers throughout the world.

Ongoing projects/how you’ll spend your day:

You’ll be joining our exceptionally lovely customer support team to help provide our members with a world-class customer service experience! You’ll be working as part of an established team of teachers answering queries via phone, email, social media, and Twinkl’s messenger tool. You'll help our members get the most out of their subscription by answering any questions they have quickly and efficiently. You’ll advise educators and parents around the world on our resources, memberships, and accounts.

To succeed in the role, you will:

As a Teacher Support Adviser, you’ll be the first point of contact for our customers. As such, you’ll be an expert on our products, services and resources, acting as an ambassador for the brand by living and breathing our values: Lead the way, go above and beyond, do the right thing and be lovely.

In this role, you will:

• effectively solve problems for Twinkl members around the world in regards to their account and membership via phone and written communications.
• assist educators, parents and carers with finding resources based on a given criteria.
• communicate with tech advisers to help solve technical queries.
• communicate with resource creators and designers to request new resources and amendments to current resources as suggested by Twinkl members.
• educate customers on our memberships without selling.
• build transferable skills such as time management, listening skills, and adaptability.
• work closely with product owners, segment managers, and country managers to keep up-to-date with changes, and support TwinklCares with answering queries.
• develop side projects whilst meeting targets.

You’ll work with:

• customer facing teams including customer support, schools, marketing, social media, product owners, segment managers and country managers.
• other departments across the company as well as any partner companies within the Hive as and when required.

Requirements

We're interested in anyone who meets one, or a combination of the following:

Core Skills:

• A background of teaching from within the classroom
• Excellent communication skills with attention to detail, a thorough understanding of spelling and grammar, and a good phone manner
• Strong IT skills amp; understanding of IT systems
• Facilities to work efficiently from home (reliable internet and access to own computer)

Beneficial but not essential:

• A background of working within a customer support environment
• A thorough understanding of social media

Soft Skills:

• Is good fun to be with and has the ability to communicate well with others
• Is organised, able to work to deadlines, and manages time effectively
• Is able to communicate with colleagues and our external partners effectively, both written and verbally
• Has a hard work ethic, is passionate, driven and loves what they do
• Is honest, trustworthy and reliable
• Produces quality work and is ready to learn new skills

Qualifications amp; Experience:

• Qualified teacher

This is a remote position. Your hours will be spread across the week including some late shifts and weekend shifts. Full training will be provided.

We want to ensure that everyone has an equal chance to demonstrate their abilities to us. To let us know about any support/adjustments you may require throughout the recruitment process and information on how we will provide this, please use this form.

Benefits

Here’s a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before process.
• Flexible working with opportunities to work from home.
• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ

Job Rewards and Benefits