Family Engagement Specialist (Contract Position: 6 Months)

Tenby Educare Sdn Bhd; Malaysia; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading education group in Malaysia is seeking a Family Engagement Specialist for a 6-month contract. This role involves managing engagement and the enrollment experience of prospective families, fostering key relationships, and ensuring excellent service standards. Ideal candidates will possess a bachelor's degree and experience in customer service, with proficiency in English and Mandarin or Bahasa Malaysia being highly advantageous.

Benefits

Competitive remuneration

Medical benefits

Hybrid working arrangements

Professional development opportunities

Qualifications

• Knowledge of school admissions process is advantageous.
• Experience in customer service or sales environment required.
• Ability to engage with diverse families.

Responsibilities

• Manage engagement with prospective families and capture data.
• Provide accurate information to convert enquiries into enrollments.
• Build relationships with internal and external stakeholders.

Skills

Customer service

Communication

Relationship building

Analytical skills

Multilingual (Mandarin, Bahasa Malaysia)

Education

Bachelor’s degree

Tools

Microsoft Office

HubSpot

Job description

Family Engagement Specialist (Contract Position: 6 Months)

Role Profile

Role Description

The Family Engagement Specialist (Contract Position: 6 months) will be responsible for managing the engagement and enrolment experience of prospective families that show interest in ISP schools in Malaysia.

ISP Malaysia

One of the leading education groups in Malaysia, ISP Malaysia operates the Tenby Schools, Asia Pacific Schools and Straits International Schools. Our nine campuses are strategically located in the developed areas of Klang Valley in Selangor, Perak, Penang and Johor.

Our schools in Malaysia follow the international school curriculum comprising IGCSE and A-levels, starting at the kindergarten level, while five of the campuses also offer the Malaysian National Curriculum.

With over 8,000 students, we have a 60-year history of providing education to students in the country and have gained a reputation for excellence and high standards in education.

We champion a transformative approach to learning that goes beyond the classroom. By igniting our students' curiosity and growing their self-confidence, we empower them to become the next generation of changemakers.

ISP Malaysia is part of ISP, a global community of over 100 international schools across more than 20 countries.

Key benefits

• A culture of engagement and trust, where staff contributions are recognised and valued.

• A passionate and motivated team of professionals who put children at the heart of decision-making.

• An embedded organisational commitment to professional development and a commitment to serving others.

• A peer network of like-minded colleaguesand access to expertise, best practice sharing and learning opportunities.

• A commitment to employee well-being.

• Hybrid working arrangements.

• Competitive remuneration and outpatient medical benefits.

ISP Principles

• Begin with our children and students.Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding issues and acting and following up on all concerns appropriately.

• Treat everyone with care and respect.We look after one another, embrace similarities and differences and promote the well-being of self and others.

• Operate effectively.We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.

• Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.

• Learn continuously.Getting better is what drives us. We positively engage with personal and professional development and school improvement.

For more information, visit the ISP website: https://internationalschoolspartnership.com/

Key Responsibilities

• Build effective, supportive and professional relationships with families to promote ISP School’s Amazing Learning and support prospective families in identifying their school choice options.

• Build effective, supportive and professional relationships with internal and external stakeholders of ISP Malaysia.

• Fields incoming enquiries from prospective families, collect and capture their data into the student management system effectively and accurately.

• Ensure all incoming enquiries from prospective families are attended promptly, effectively and professionally according to protocols and best practices.

• Engage positively with prospective families while providing accurate and relevant information and guidance that will convert to appointments and ultimately enrolment in the respective school of choice.

• Ensure all prospective families were provided with personalised follow-up that will promote a positive experience and reschedule any missed appointments.

• Meet/exceed performance and service objectives while effectively managing workloads in a fast-paced environment.

• Effectively work as a team to plan, coordinate and execute effective inbound and outbound campaigns that promote a high conversion rate.

• Proactively provide feedback to ensure effective communication strategies, positive customer experience, and higher conversion rate.

• Any other duties as assigned from time to time.

Knowledge, Abilities and Skills

The successful candidate will possess and be able to demonstrate:

• Knowledge and understanding of the primary and secondary school environment and admissions process are an added advantage.

• Ability to understand, apply and use a variety of software applications, including sound knowledge of standard computing tools, including Microsoft Office applications, online databases, email, and web-based research tools.

• Experience using HubSpot and Engage software is preferred.

• Ability to manage social media is an added advantage.

• Fluent in spoken and written Mandarin is an added advantage.

• Experience in an urban school with students of various racial, ethnic and socioeconomic backgrounds, preferred.

• Ability to work collaboratively and establish rapport with diverse families and school staff.

• Ability to organise and coordinate work independentlyand set priorities in the context of a full, multifaceted set of responsibilities.

• Ability to exercise good judgment and discretion, particularly in matters relative to sensitive or confidential student records, personnel, or organisational matters.

• Ability to engage in self-evaluation concerning performance and professional growth.

• Ability to establish and maintain cooperative working relationships with students, staff and others.

• Demonstrated ability to make accurate and consistent interpretations of a broad variety of academic and/or administrative policies and procedures.

• Effective analytical, critical thinking, writing and verbal communication skills.

Line Manager: ISP Malaysia Family Engagement Assistant Manager.

Stakeholders:Regional Marketing and Admissions Team, Schools’ Marketing and Admissions Team, IT (Systems Manager / MIS Specialist).

Requirements: Qualifications and Experience

• Bachelor’s degree from an accredited college or university.

• Two to three years’ experience in sales and/or customer service environment.

• Strong proficiency in English (written and spoken).

• Strong proficiency in Mandarin or Bahasa Malaysia (written and spoken) is ideal.

• Ability to work on alternate Saturdays.

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All post holders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history.

ISP Commitment to Diversity, Equity, Inclusion, and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.