Job Description

Description ISP Malaysia ISP Malaysia operates the Tenby Schools, Asia Pacific Schools and Straits International Schools where we are strategically located covering the Klang Valley, Perak, Penang and Johor within Malaysia. Our experience in education excellence helps us provide amazing learning experiences for students as young as 3 years up to 18 years old. Our schools in Malaysia follow the international school curriculum comprising IGCSE and A-levels, starting at the kindergarten level, while 5 of the schools also offer the Malaysian National Curriculum. While the national and international schools and classrooms are separated, facilities and non-curricular activities are shared between the schools. With over 8,500 students, we have a 60-year history in the country providing education to students and have gained a reputation for excellence and high standards in education. This is a 1-year contract position based at the regional office of ISP Malaysia, which provides strategic and functional expertise to our schools. 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 colleagues and access to expertise, best practise sharing and learning opportunities. A commitment to employee well-being. Flexible working Competitive remuneration including attractive salary and achievable incentives 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. Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement. Job Title Customer Experience Executive Role Description: Customer Experience Executive will be responsible in fostering positive engagement with families enrolling to ISP schools in Malaysia and ensure ISP schools in Malaysia are supported in providing amazing customer journey to its families. Line Manager: Regional Head of Retention, Re-enrolment and Future Pathways Stakeholders: Regional Customer Experience Team Lead, Regional Marketing and Admissions Team, ISP Malaysia School\'s Campus Principal, Retention Leader, Academic Team, Marketing and Admissions Team, IT (Systems Manager / MIS Specialist), Finance team. Key Responsibility Deliver a comprehensive retention and re-enrolment process for ISP schools in Malaysia to improve retention rates. Deliver effective re-enrolment campaigns that promotes high conversion rate. Understanding and recommending to schools on next course of action. Ensure students and family information is captured, updated and manage effectively and accurately according to protocols and policies. To analyse and interpret relevant school data to inform policies and best practices. Build effective, supportive and professional relationships with current families to promote re-enrolments. Build effective, supportive and professional relationships with internal and external stakeholders within the ISP schools. Reach out to students and parents using relevant channels i.e phone calls, emails, in-person meetings, social media, and campus visits to ensure positive influence on re-enrolment. Ensure all incoming enquiries from current families are assigned and attended to promptly, effectively and professionally according to protocols and best practices. Engage positively with current families while providing accurate and relevant information and guidance that will convert to re-enrolments in respective schools. Meet/exceed performance and service objectives while effectively managing workloads in a fast-paced environment. Proactively provide feedback to ensure effective communication strategies, positive customer experience, and higher conversion rate for re-enrolment in each schools. Provide regular performance status and reporting to management and relevant stakeholders together with identification of corrective actions and measure. Effective use of relevant software as a tool for conversion and monitoring of re-enrolments for all schools. Effective in working within corporate/regional structure and also working directly in school to support retention and admissions processes in school as required. Knowledge, Abilities And Skills The successful candidate will possess and be able to demonstrate: Knowledge and understanding of primary and secondary school environment and admissions process, is 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. Ability to understand, manage and apply large amount of data including good use of Microsoft Excel Experience using Hubspot and Engage software, preferred. Ability to manage Social Media is an added advantage. Fluent in spoken and written Mandarin and Bahasa Malaysia 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 independently and 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 with regard to 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 Required Qualifications Diploma or Bachelor\'s degree from an accredited college or university 2 - 3 years\' experience in sales and/or customer service environment. Experience working in education, tourism or hospitality industry is desirable Strong proficiency in English (Written & Spoken) Strong proficiency in Mandarin or Bahasa Malaysia (Written & Spoken) is ideal Ability to work on Saturdays and/or based in ISP schools where required ISP Leadership Competencies You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do. Collaboration. Takes an active part in leading their school or region; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues to solve problems and maximise opportunities. Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback; supporting others in their continual learning, development and growth. Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and is able to motivate and inspire others through the process of creation through to completion. Outcome driven. Can be counted on to find solutions. Is consistently looking to exceed goals and is focused on KPIs. Resilience. Can deal with setbacks and challenges calmly and effectively. Community Focus. Is committed to meeting and exceeding the needs and expectations of our students and their families. Integrity & Ethical Management. Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and Principles. Leading & Inspiring Others. Supports, encourages and inspires students, colleagues and teams so that they give their best. Understanding People. Is a very good judge of talent, can objectively articulate the strengths and motivations of people inside or outside the organisation. Influencing & Communication. Consistently informs, influences and inspires students, parents and colleagues through timely and effective communication. Agile. Responds and adapts to changing circumstances; manages and solves problems by providing solutions in a climate of ambiguity. Strategic, Commercial & Financial Awareness. Has the ability to apply understanding of the business and industry to improve effectiveness and profitability. Planning & Decision Making. Makes decisions on the best course of action and then plans, organises, prioritises and balances resources to achieve the desired outcome. Diversity & Equity. Has the sensitivity, awareness and skill to understand the values, behaviours, attitudes and practices across cultures that supports all children and adults to learn and work effectively. 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 postholders are subject to appropriate vetting procedures and satisfactory Criminal Background Checks or equivalent covering the previous 10 years\' employment history.

foundit