Enquiry Executive

Taylor's Schools; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Restaurant d'entreprise

Indemnités de stage/alternance

Job summary

Taylor's Schools in Kuala Lumpur is seeking an Enquiry Executive to join the Central Enquiry Team. You will be the first point of contact for prospective families across five international schools, handling enquiries via web forms, WhatsApp, phone, and email.

You will ensure a smooth, professional experience from initial enquiry to school tour bookings, maintain accurate CRM records, and share feedback to support continuous improvement.

Qualifications

• Diploma or Bachelor's degree in Communications, Business, Education, or related field.
• At least 5 years’ experience in customer service, helpdesk, or call centre.
• Strong English communication skills (verbal and written); other languages are a bonus.
• Experience with CRM systems (Salesforce, HubSpot) and messaging platforms like WhatsApp Business.
• Positive attitude with attention to detail and a genuine interest in helping families choose education.

Responsibilities

• Respond to inbound enquiries via WhatsApp, web forms, phone calls, and emails.
• Guide families with information about programmes, fees, admissions criteria, and next steps.
• Tailor responses to each family’s needs while adhering to tone of voice and customer service standards.
• Follow structured workflows for enquiry qualification and escalation where needed.
• Deliver a warm, informative, and efficient experience that builds trust and interest in our schools.
• Encourage school tour bookings by clearly communicating benefits and next steps in the admissions journey.
• Help resolve basic objections and identify when to pass enquiries to school-based teams.
• Log and update all enquiries accurately in the CRM system, ensuring visibility of all touchpoints.
• Tag enquiries correctly to allow for reporting and follow-up.
• Use call tracking and messaging platforms professionally and efficiently.
• Stay up-to-date with key facts and updates about each school; access internal knowledge resources.

Skills

Communication skills

Customer service experience

Attention to detail

Team collaboration

Problem solving

Education

Diploma or Bachelor’s degree

Tools

Salesforce

HubSpot

WhatsApp Business

Job description

Location: The Met, Kuala Lumpur, Malaysia

Reports To: Enquiry Team Manager/VP, Marketing

About the Role

We are looking for a friendly, proactive, and service-oriented Enquiry Executive to join our Central Enquiry Team, which manages all inbound admissions enquiries across five international schools in Malaysia.

As a key front-line representative, you will be the first point of contact for prospective families, handling enquiries via web forms, WhatsApp, phone calls, and emails. Your role is critical in shaping a strong first impression and ensuring a smooth and professional experience from initial enquiry to school tour booking.

You’ll also contribute to maintaining accurate records, updating key information, and sharing feedback to support the team’s continuous improvement efforts.

Key Responsibilities

Enquiry Handling

• Respond promptly and professionally to inbound enquiries via WhatsApp, web forms, phone calls, and emails.
• Guide families with accurate information about our schools, including programmes, fees, admissions criteria, and next steps.
• Tailor responses to each family’s needs while adhering to our tone of voice and customer service standards.
• Follow structured workflows for enquiry qualification and escalation where needed.

Customer Experience

• Deliver a warm, informative, and efficient experience that builds trust and interest in our schools.
• Encourage school tour bookings by clearly communicating the benefits and next steps in the admissions journey.
• Help resolve basic objections and identify when to pass enquiries to school-based teams.

Data & Systems

• Log and update all enquiries accurately in the CRM system, ensuring visibility of all touchpoints.
• Tag enquiries correctly to allow for reporting and follow-up.
• Use call tracking and messaging platforms professionally and efficiently.

Knowledge Management

• Stay up-to-date with key facts and updates about each school (curriculum, fees, entry requirements, etc.)
• Access and refer to internal knowledge resources to ensure consistency and accuracy.
• Share any frequently asked questions or new parent concerns with the team for content or script updates.
• Participate in team meetings, training, and performance reviews.
• Be open to feedback and coaching to continually improve enquiry handling quality.
• Support the wider team during peak periods or special campaigns.

Qualifications & Skills

• Diploma or Bachelor’s degree in Communications, Business, Education, or a related field (preferred).
• At least 5 years’ experience in a customer service, helpdesk, or call centre role - experience in education or hospitality a plus.
• Strong communication skills in English (verbal and written); other languages are a bonus.
• Comfortable with CRM systems (e.g., Salesforce, HubSpot) and messaging platforms like WhatsApp Business.
• Positive attitude, attention to detail, and a genuine interest in helping families make the right choice for their child’s education.