Location: The Met, Kuala Lumpur, Malaysia

Reports To: Enquiry Team Manager

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.

Team Support & Continuous Improvement

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.