Senior Executive, Enquiry

Job Purpose

The Senior Executive, Enquiry is a key front-line representative and 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).
• 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.

Competencies:

1. Strong interpersonal and presentation skills with good articulation.
2. Proficiency in design and Microsoft Office suite.
3. Pleasant personality, responsible, and reliable.
4. Ability to work independently and as part of a team.
5. Attention to detail and dedication to integrity.
6. Ability to work on own initiatives and to operate under tight schedules and deadlines.
7. Sound problem solving skills.
8. Diligent and self-motivated