Marketing - Enquiry Executive
- Bukit Kiara, Kuala Lumpur Selangor
- Permanent
- Full-time
Reports To: Enquiry Team ManagerAbout the RoleWe 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 ResponsibilitiesEnquiry 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.
- 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.
- 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 (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.
- Diploma or Bachelor's degree in Communications, Business, Education, or a related field (preferred).
- 3-5 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.