TELEPHONE OPERATOR
TELEPHONE OPERATOR
• Uses courtesy, tact, good hearing, manual dexterity, good speech, and voice
modulation in dealing with customers, staff, employees, etc.
• Answers inbound client contacts and logs contact details per procedures.
• Initiate outbound client contacts and logs contact details per procedures.
• Responds to all enquiries received via the telephone or the internet. Example
information on:
(a) Programme and course offerings
(b) Student intake requirements by programme/course
(c) Completing registration documents
(d) New training opportunities
(e) Any other as presented by clients
• Refers caller/customer to the appropriate to department, faculty/school or other
in-house expertise, as is appropriate and necessary
• Acts as one of the mediums for disseminating, authorised information to clients.
• Provides feedback to the Company based on information gleaned during daily
interaction with clients, via reports to the relevant department heads.
• Interviews Clients as part of the needs discovery process (e.g. understanding
their interest in a particular programme/course of study), hears their concerns
and assess presented situations.
• Presents and discusses solutions relevant to identified needs, providing
programme/course advice which excites and guide clients in planning their future
with the Institute.
• Has a clear, precise conversation with each customer to help to him/her make
appropriate choices.
• Attends and actively participates in meetings and training sessions assigned
• Performs any other duties which may be assigned from time to time.
Qualifications and Key Competencies:
• Excellent oral communication skills. Highly proficient in written communication.
• Knowledge and understanding of Call Centre technology. Certified or in pursuit of course
in Telephone Operation. Working knowledge of Cisco or other call centre telephone
system would be a distinct asset.
• Proficient in the use of computers, particularly spreadsheets and word-processing
• At least three years’ work experience in Customer Service, preferably in an educational institution would be a distinct asset.Please send applications by July 24, 2015