Overview
The primary responsibility of the Inquiry Assistant is to manage inbound inquiries from prospective parents and guide them to the appropriate campuses and programs within our network. This role requires exceptional communication skills and a warm, approachable manner to effectively convey the benefits of our educational programs. The Inquiries Assistant is the first point of contact for interested families, serving as a resource and trusted guide for parents as they navigate the inquiries process and identify the right school for their children. This person is part of a team that is responsible for the first part of the journey, from the initial inquiry through the point the prospective family is ready for a campus visit.
This person works on our Marketing team, tracking data from conversations with prospective parents in our Microsoft Dynamics CRM, and collaborating closely with our Admissions team, Parent Experience team and campus leaders, as well as with other teams across our Shared Services including Operations to continually improve the experience for prospective parents.
If you are passionate about education and excited about working in an entrepreneurial environment, this role is for you.
Core Job Responsibilities
Ensure an Excellent Initial Experience for Prospective Parents:
- Respond to incoming inquiries from across the region via different channels including phone, email, WhatsApp, and social media
- Leverage resources from across our team to provide accurate information to parents in an easily understandable way
- Get to know and understand parent concerns and questions about our services, sharing this information with colleagues on the Marketing team to continually improve our messaging to families
Support Continual Improvement of Inquiries Process with Accurate Data:
- Assist in processing and updating records in Microsoft Dynamics CRM to ensure they are accurate to enable more robust analysis and tracking
- Work together with Parent Experience and Admissions teams to meet school enrollment criteria and requirements
- Leverage data in our school management system to drive better admissions outcomes
- Guide families to the appropriate resources and tools to schedule visits such as tours, trials, and events, and liaise with campus teams to drive positive visit experiences for families
- Support the day-to-day operations for the Marketing team with administrative and other tasks and projects as needed
Qualifications
We’d love to speak with you if you have:
- Excellent written and spoken communication skills in either English or Mandarin and Cantonese
- Customer-facing experience in any industry, with experience in a hospitality setting preferred
- Experience using CRM platforms, Microsoft Dynamics a plus, but any system experience is valuable
- Bachelors’ degree preferred
- Understanding of education, kindergartens, and/or Montessori is an advantage
Personal Attributes
- Attention to detail and good organizational skills to prioritize different tasks and follow up needs
- Ability to learn quickly, adapt, and adjust
- High degree of personal integrity to earn the trust of prospective parents and colleagues
- Growth mindset and problem-solving approach
