Switchboard Operator

Category: Corp Service Property Mngt – OF6306

Posted by: Alexander Forbes

Posted on: 10 Jan 2025

Closing date: 20 Jan 2025

Location: Sandton

Purpose Of The Job

A switchboard operator’s main responsibility is to answer and direct telephone calls in a polite, professional and informative manner.

Overview

Experience Required:

• Switchboard / Call Centre.
• Minimum 2 years proven work experience as a corporate switchboard operator or as a call centre agent at a financial services organization.
• 2- 5 years of working experience.
• Knowledge of customer service practices and principles.
• Ability to speak more than 2 languages.

Key Performance Area

Customer Service

• Answering a call:
• Act as a key point of contact for callers providing a professional and friendly service as well as delivering an exceptional first impression.
• Using the standard greeting when answering and closing a call, ensuring each caller treated as a valued client.
• Serve as a resource for callers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an outstanding and timely manner.
• Engage using correct business language, accurate use of tone, pitch and volume
• Manage telephone calls professionally, efficiently and with good communication skills.
• Provide timely transfer to staff or the contact centre/s for assistance.
• Demonstrate a true passion for customer service by proactively seeking ways to delight our clients and visitors, always going above and beyond.
• Communicates with clarity, using a flexible range of styles to suit the addressees.
• Have an empathetic approach to calls.

Message Taking

• Accurate and detailed recording of messages.
• Accurate and timely forwarding of messages.
• Contribute to the performance of the team by displaying a positive and enthusiastic attitude showing support and involvement in all activities.
• Work effectively within the business services team.
• Must internally maintain excellent communication with colleagues in front line team to assist in ensuring the smooth operation of services.
• 100% adherence to Divisional policies, procedure, protocols and SLAs.
• 100% adherence to AFFS policies, procedures and guidelines.
• Monitor effective use of business tools and equipment.
• Full adherence to schedules and Handbook protocols.
• Adhere to the POPIA act – Confidentiality and no documentation to be visible to clients.
• Understand the TCF principles and use them when dealing with clients.
• Act as a brand ambassador by modelling the AlexForbes values in every interaction with clients, colleagues, service providers and the general public.
• Attendance and active participation in professional development, training and coaching sessions as required.
• Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives.
• Contributing to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators.

Competencies

Computer Literacy – MS Office

Business Skills

• Excellent time management
• Good problem solver
• Adaptable
• Excellent customer service

Functional Skills

• Effective communication skills. The ability to express oneself clearly verbally and via written communication in order that the content is understood by the receiver.
• To have the energy and drive required to meet the challenges of work.
• The ability to complete repetitive tasks with patience and tolerance within required turnaround times.
• The ability to listen to and to verbally express in a fluent, transparent and consistent manner. Adjust language, terminology and needs of the client
• The ability to accept change and adapt one’s approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organization, processes, protocols, requirements, or cultures.
• The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal.
• The ability to handle stress and problems without loss of focus, enthusiasm and professional composure.