Telephone Operator

Description

Job Summary: The professional will receive and make phone calls, providing information and managing communication flow for customers, suppliers, and students' parents/guardians, following scripts and service targets. Key Highlights: 1. Telephone support for customers, suppliers, and students' parents/guardians. 2. Efficient call management and transfer to relevant departments. 3. Support for commercial processes and recording of relevant information. **Maple Bear** is recognized as a global leader in **bilingual education**, delivering high-quality training grounded in best practices that position the Canadian model among the world's most effective. Our centers provide a safe, welcoming, and stimulating environment focused on students and the development of essential lifelong competencies. Join our team! **Responsibilities:** Receive and make telephone calls to provide information to customers, suppliers, and students' parents/guardians, and to internally transfer calls (extensions), following a pre-established script while adhering to required service standards, quality, and productivity to meet departmental targets. Serve external clients (prospects/leads), suppliers, and students' parents or guardians via telephone calls, following a pre-established script to provide basic information and/or transfer calls to the required service departments; Manage the main telephone switchboard to ensure prompt handling of all incoming calls—whether to provide information or to route internal extensions—avoiding call loss; Track outgoing and incoming telephone calls by recording them in the designated internal system; Answer calls from external parties (suppliers, internal customers, etc.) and transfer them to the appropriate departments, conveying caller's name, origin, and subject matter, and confirming the transfer; Promptly and courteously handle all waiting calls, and be capable of interpreting the caller’s request to direct the call to the competent department; Take and relay messages to the requested departments when necessary; Assist in commercial activities related to lead generation and retention when required, including making calls, recording data, scheduling visits, providing information, and conducting surveys; Record complaints, criticisms, compliments, or suggestions, identify the involved department, and escalate the matter to the responsible person, supporting resolution in accordance with established policies and procedures—in cases where parents/guardians request registration via the school’s mobile app; Carry out tasks according to instructions and service priorities set by the immediate supervisor, complying with institutional norms and procedures with quality and safety; Maintain equipment, instruments, assets, and consumables assigned to the role, requesting maintenance, repairs, or replenishment from the appropriate departments whenever necessary; Keep the workplace clean and organized, disposing of activity-generated waste in designated containers and locations, preserving occupational health and environmental aspects; Comply with occupational safety regulations, using personal and collective protective equipment; Support the immediate supervisor on matters related to the role, reporting and discussing problems or irregularities to help define applicable procedures and actions; Perform other related duties as assigned.