TELEPHONE OPERATOR

TELEPHONE OPERATOR

TELEPHONE OPERATOR

An organization engaged in industrial and maritime development, wishes to recruit a TELEPHONE OPERATOR.

SALARY SCALE: $1,608,747.77- $1,895,908.37 per annum

SPECIFIC KNOWLEDGE REQUIRED:

•  In-depth knowledge of telephone etiquette
•  Working knowledge of telephone consoles and related equipment
•  Sound knowledge of customer service standards, practices, and procedures
•  Working knowledge of international and\or conference call telephone dialling procedures and protocols
•  Basic data entry and/or word processing skills. 

QUALIFICATIONS AND EXPERIENCE:

• Diploma in Business Administration or equivalent
• Four (4) GCE Ordinary Level/CXC subjects, including English Language
• Certificate in Telephone/switchboard techniques and etiquette    PLUS
• One (1) year’s experience working at a computerized switchboard

  REQUIRED SKILLS AND SPECIALISED TECHNIQUES:

• Ability to communicate effectively both orally and in writing.
• Outstanding interpersonal skills/ability to interact well with others; and having a high level of comfort in dealing with persons, face to face and via telephone.
• Sound time management and organisational skills.
• Flexibility and adaptability to changing priorities;
• Ability to maintain a professional and positive attitude in a demanding environment.
• Ability to handle multiple processes simultaneously while ensuring accuracy of work.

DUTIES AND RESPONSIBILITIES:

• Handling incoming calls in a professional and courteous manner to include screening, answering questions, forwarding calls, referring callers to other departments, and redirecting them as required.
• Assisting callers in general, and customers in particular by fielding questions from the public and providing information regarding departments, phone numbers, operational hours, etc. and dispensing general information about the organization.
• Basic day to day maintenance of switchboard console and any other miscellaneous tasks relating to functionality and appearance of general work area and appurtenances.
• Facilitating urgent repairs of equipment and scheduling routine maintenance by notifying the relevant persons internally and externally, when lines or the switchboard are malfunctioning or non-functional, and ensuring follow-up on such requests.
• Scheduling and coordinating conference calls when required.
• Using available technology to access interpreter services to facilitate successful completion of calls for callers with limited ability to speak English.
• Ensuring that authorization is granted before dialling long distance numbers for staff.
• Placing  overseas calls as directed, and keeping appropriate records of calls placed and charges incurred where relevant.
• Assisting with other administrative duties, including copying, scanning, filing, data entry, sending fax messages, and emailing.
• Providing post-call follow-up where workload allows, to ensure that customers have been satisfied with the experience.
• Processing incoming telefax and email messages and directing them to the appropriate persons where necessary.

If this opportunity interests you, and you meet all the above requirements, please submit your applications by 2023 June 30.

We thank all applicants for their interest; however, only those candidates selected for interviews will be contacted