Telephone Operator

The Telephone Operator is expected to provide professional customer experience through superior management of incoming call traffic, email and social media queries. The Operator is also expected to provide administrative assistance to the Corporate Services teams.

KEY POSITION RESPONSIBILITIES:

• Answer and re-direct all incoming calls.
• Assist customers with basic and general queries.
• Re-direct specific queries to appropriate department or person(s) via email or other appropriate means.
• Record missed calls and messages for persons they cannot reach.
• Open, stamp and sort for incoming mail for distribution.
• Provide relief for the front desk Receptionist.
• Assist the Support Services department with coordinating shipments through Fed Ex/Couriers.
• Open, sort and stamp all mail received from Reception, Post office, Branches and ensure they are suitably organized for internal dispatch.
• Performs other tasks that might be assigned from time to time.

KEY BEHAVIORAL COMPETENCIES:

• Clear and effective communications to both customers and employees.
• High level of confidentiality.
• Timely transmission of information to relevant individuals/departments.
• Tactful and respectful communications with employees and customers.
• Ability to understand and anticipate basic customer needs and address those within their control.
• In-depth understanding of phone and email etiquette.
• Effectiveness in working with each other to achieve individual and unit goals.
• Two-way communication with team and manager as required to ensure that all relevant matters are communicated.