Telephone Operator

The Telephone Operator is responsible for the switchboard operation and receives and announces Visitors. This position serves internal and external Customers in addition to other Administrative duties relating to the preparation and administration of records, and distribution of cheques.

TELEPHONE OPERATOR

CUSTOMER CARE AND ENGAGEMENT UNIT

13A RIPON ROAD

KINGSTON 5

The Telephone Operator is responsible for the switchboard operation and receives and announces Visitors. This position serves internal and external Customers in addition to other Administrative duties relating to the preparation and administration of records, and distribution of cheques.

QUALIFICATION & EXPERIENCE:

ü  NVQ-J Level 2 Certification or 3 CXCs or GCE O’ Level Subjects including English Language, Office Administration and a Numeric Subject or the equivalent in occupations such as: Customer Care/Service, Records Administration and Business Administration

ü  At least one (1) year’s relevant work experience in a comparable position or business/work environment such as: Tertiary Institution, a Financial Institution, a Professional Service Organisation, a Commercial Firm and Public Administration

KEY COMPETENCIES:

ü  Excellent Switchboard Operating skills

ü  Good Record Keeping skills

KEY DUTIES:

ü  Provides quality Customer Service to all clients

ü  Monitors and maintains a calendar of information on the Trust’s activities, events and services to ensure a customer-focused response to all queries

ü  Responds and takes ownership of calls from both internal and external customers in a timely, efficient and courteous manner

ü  Monitors and resolves Customer feedback/queries using the Customer Relationship Management (CRM) system

ü  Manages and prioritises all day-to-day operations for the reception, and switchboard

ü  Logs, sorts and distribute all incoming documents in a logbook

ü  Records and distributes cheques and supporting documents, to suppliers, as required

ü  Records and places proposals in response to tenders in drop box at required locations, as required

ü  Reports switchboard faults and defects to the Office Services Supervisor.

ü  Maintains the inventory of water supply for the location, as required.

ü  Receives and advise visitors, and staff in a professional courteous and helpful manner

ü  Maintains a professional appearance of the reception desk and visitor waiting areas and ensure that information displayed is neatly presented, relevant, up-to-date and regularly replenished

ü  Maintains the e-switchboard directory and any other miscellaneous tasks relating to switchboard functionality

ü  Contributes new ideas and make suggestions for the continual improvement of services and procedures

ü  Keeps abreast with new trends in customer/ relationship management and makes recommendation to Supervisor

ü  Refers to the Procedural Manual for Customer-Facing Staff for guidance on how to handle both internal and external customers in a warm, courteous and friendly manner

 All applications, accompanied by up-to-date resumes and cover letter, should be addressed to:

 THE DIRECTOR

HUMA RESOURCE MANAGEMENT & DEVELOPMENT

THE HEART/NSTA TRUST CORPORATE OFFICES

HUMAN RESOURCE MANAGEMENT & DEVELOPMENT DEPARTMENT

6B OXFORD ROAD, KINGSTON 5

 ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED

 The HEART/NSTA Trust is a Statutory Agency of the Ministry of Education, providing Training & Certification for all working age Jamaicans