Switchboard Operator at Tsebo Solution

Duties & Responsibilities    
Operational Delivery:

• Review visitor and client arrivals on a daily basis.
• Answer returned calls promptly
• Every call is answered with standard greeting
• Ensure the switchboard is never unmanned and that someone attends to the switchboard at all times.
• Minimise missed calls
• Calls must be answered within 3 rings, 600 calls per operator daily (Answer and return calls promptly)
• Every call must be answered with a standard greeting.
• Take messages correctly and pass on to the relevant person the timeously
• Update and maintain the directory system with all movers, leavers, new joiners
• Inform Front of House Manager of changes of updates on information.
• Attend to any office admin requirements when requested.

Customer Focus:

• Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
• Interact with client to provide and process information in response to inquiries, concerns and requests about products and services
• Conduct client satisfaction surveys to ensure clients are satisfied with the products and services
• Keep up to date with business developments and strategic objectives within the environment
• Provide advice on general changes and compliance within the workplace management framework when required
• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
• Attend to and resolve all customer queries timeously or escalate when necessary
• Manage conflict

Reporting:

• Update and maintain all relevant records
• Prepare and submit reports to relevant parties when required

Code of Conduct:

• Undertake such other responsibilities as directed by Management that will drive sustainability.
• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one’s own performance.
• Promote TFS’s & EY image and corporate citizenry through deliberate and co-ordinated activities.
• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Ensure TFS ethical values are adhered to.

Skills and Competencies    

• MS Office Suite
• Excellent communication and interpretation skills.
• Attention to detail and strong organisational skills.
• Communication skills at all levels.
• Attention to detail and good follow up skills.
• Conflict management skills.
• Excellent timekeeping skills (Punctual).

Qualifications    

• Grade 12 (non-negotiable) plus….
• Computer literacy
• A secretarial or telephonist certificate/diploma would be an advantage.
• Minimum 2 years’ experience in a similar environment.