Executive - Enquiry

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

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Department: Taylor's School Office (40000861)

About Taylor’s Schools

Taylor's Schools comprises a prestigious network of 6 top-tier international schools in Singapore and Malaysia, dedicated to cultivating future-ready learners.

With a legacy spanning over 7 decades, we currently provide a diverse curriculum to over 7,300 learners from more than 65 nations. Our rich diversity and collaborative expertise have fostered an exceptional team of educators committed to continuous improvement, ensuring outstanding learner outcomes

Taylor’s Schools is part of Taylor’s Education Group (TEG). The group is one of the oldest and reputable private education institutions in the region owned by the Loy Family Trust. It provides an exceptional educational experience to over 22,000 students in Malaysia, Singapore and Vietnam. With its unsurpassed track record built up over the last six decades, it has earned the reputation for being the centre of excellence Early Years to Postgraduate Education.

About the Role

We are seeking an experienced and customer-focused Enquiry Team Manager to lead and support our Central Enquiry Team, which is responsible for managing all inbound admissions enquiries for our five international schools in Malaysia.

In this hands‑on role, the successful candidate will not only oversee and mentor a team of Enquiry Executives but also personally handle enquiries 50% of the time via web forms, WhatsApp, inbound phone calls, and email. The focus for this role and the team is to ensure every prospective parent and student receives a seamless, professional, and responsive first‑class experience from their very first interaction with our schools, helping to set the standard for their journey with us from enquiry to enrollment.

Key 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.

Enquiry Management

• Ensure all enquiries via web forms, WhatsApp, inbound calls, and emails are handled promptly and professionally adhering to our Customer Service Standard Operating Procedures Manual.
• Implement best practices for enquiry qualification, personalised responses, and smooth handovers to school-based teams.
• Ensure the team maintain clean and accurate records in the CRM system, with complete visibility across all touchpoints.

Knowledge Management

• Build and maintain a centralised knowledge base of up-to-date information on all schools, including curriculum details, fee structures, entry requirements, and key dates.
• Ensure the team has access and are well versed on the latest talking points, FAQs, and school updates to provide accurate and confident responses to prospective families.

Customer Experience & Conversion

• Drive through the team a high-quality customer discovery that supports school-based admissions teams and increases school tour bookings.
• Identify friction points in the enquiry journey and work collaboratively to improve conversion rates from enquiry to school tour.
• Develop scripts and frameworks for handling objections and complex queries.

Systems & Reporting

• Collaborate with tech and marketing teams to ensure CRM, call tracking, and messaging platforms are fully integrated and optimised.
• Generate regular reports on enquiry volumes, performance metrics, and conversion trends to inform strategic decisions.

Cross-functional Collaboration

• Partner with school-based admissions and marketing teams to ensure aligned messaging and efficient enquiry handovers.
• Support digital campaign success through rapid response strategies and feedback loops.
• Contribute to continuous improvement efforts, including automation opportunities and digital engagement tools.

Qualifications & Experience

• 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.