Customer Service Assistant

Description

Job Summary: Maple Bear is seeking a Customer Service Assistant to receive, inform, guide, and provide administrative and commercial support, aiming at customer acquisition and retention. Key Highlights: 1. Differentiated service to internal and external audiences 2. Essential support to the commercial and customer relationship areas 3. Participation in commercial events and campaigns The **Maple Bear** network is recognized worldwide as a leader in **bilingual education**, offering high-quality education grounded in best practices that position the Canadian model among the most effective globally. Our units provide a safe, welcoming, and stimulating environment focused on students and the development of essential lifelong competencies. Join our team! We are looking for a professional to work as a Customer Service Assistant! **Education**: Completed High School; Pursuing or having completed a Bachelor's or Technical degree in administrative or related fields. **Knowledge Requirements**: Customer Service; Rubeus \- CRM; Administrative Routines; Microsoft Office Suite. **Responsibilities**: * Receive internal and external visitors, register their personal information, inform and confirm appointments with the respective departments, identify destination floor and room, and grant building access accompanied by a staff member to their destination; * Serve internal and external audiences politely and courteously, using formal language, receiving, informing, and guiding them to deliver differentiated service; * Answer calls from external audiences (customers), record basic data for system registration in the customer relationship management system, provide general information about the school, operating hours and/or location, and follow the customer acquisition commercial process flow; * Make outbound calls to potential customers (leads), register data in a dedicated system, perform follow-ups with customers, and monitor the commercial process until conversion into enrollment, following the customer acquisition process to foster institutional relationships and drive area-specific performance targets; * Support the commercial area in managing relationships with external customers, contributing to meeting deadlines and maintaining service quality; * Conduct satisfaction surveys, exit interviews, and assist in customer retention or recovery initiatives; * Conduct mystery shopping and market research; * Perform scheduled visits to potential customers (Leads) at school units when necessary; * Carry out administrative and commercial activities according to instructions and priorities set by the immediate manager, adhering to institutional standards, procedures, quality, and safety requirements; * Participate in planning, organizing, and monitoring events for prospects (leads) or internal customers; * Participate in developing and monitoring commercial campaigns; * Maintain equipment, instruments, assets, and consumables assigned to you, requesting maintenance, repairs, and replacements from the appropriate departments whenever needed; * Keep the workplace clean and organized, disposing of activity-generated waste in designated containers and locations, preserving occupational health and environmental aspects; * Support the immediate manager on matters inherent to your area of responsibility, reporting and discussing problems and irregularities to help define procedures and actions required for resolution; * Perform other related duties as assigned;