Admissions Enquiry Team Lead

Taylor's University Sdn Bhd; Malaysia; On-site; MYR 100,000 - 160,000; Full time

Job summary

Taylor's Schools in Malaysia seeks an experienced and customer-focused Enquiry Team Manager to lead our Central Enquiry Team across five international schools. You will oversee Enquiry Executives and personally handle inquiries 50% of the time via web forms, WhatsApp, calls, and email to ensure a first-class experience from enquiry to enrollment.

You will set KPI targets, coach the team, collaborate with admissions and marketing, and drive improvements to increase tours and conversions while

Qualifications

• Bachelor’s degree in Communications, Business, Marketing, or related field.
• More than 8 years of customer service experience with at least 3 years of experience managing a call centre, helpdesk, or customer service team—experience in education, healthcare, or hospitality preferred.
• Proficiency in CRM systems (e.g., Hubspot, Salesforce) and messaging platforms (e.g., WhatsApp Business, live chat).
• Strong analytical, communication, and coaching skills.
• Proven ability to lead high-performing teams and deliver measurable outcomes.

Responsibilities

• Train, and manage a team of Enquiry Executives, ensuring high performance, quality, and consistency.
• Set and monitor KPIs, including response time, enquiry handling quality, and conversion rates.
• Conduct regular performance reviews and coaching sessions based on data insights and feedback.
• Review all communication touchpoints including phone call recordings regularly to assess service quality and use findings to develop targeted training and improvement plans.
• Collaborate with tech and marketing teams to ensure CRM, call tracking, and messaging platforms are integrated and optimised.
• Generate regular reports on enquiry volumes, performance metrics, and conversion trends to inform strategic decisions.

Skills

Customer service

Coaching

Analytical

Communication

Team leadership

Education

Bachelor's degree in Communications, Business, Marketing, or related field

Tools

Hubspot

Salesforce

WhatsApp Business

Job description

Taylor's Schools in Malaysia seeks an experienced and customer-focused Enquiry Team Manager to lead our Central Enquiry Team across five international schools. You will oversee Enquiry Executives and personally handle inquiries 50% of the time via web forms, WhatsApp, calls, and email to ensure a first-class experience from enquiry to enrollment.

You will set KPI targets, coach the team, collaborate with admissions and marketing, and drive improvements to increase tours and conversions while