Switchboard Operator – 6 month Fixed Term Contract
Monday to Friday 8am – 5pm
Competitive Salary
Our client who are part of a global organisation are seeking an experienced and dedicated new member of staff in the role of Switchboard Operator.
The overall purpose of the role is to work as part of a team to provide high quality day to day support to enable the effective operation of their customer service desk.
The role of the Switchboard Operator is to answer all incoming calls to the switchboard and route them to the appropriate person/department within the organisation or provide information as required. Be responsive in addressing the customers' needs in the most professional, prompt, and courteous manner and proactively ensure all calls are answered in line with defined SLAs.
The role of the Switchboard Operator is a pivotal support to the wider business, you must strive to provide the highest level of Customer Service to both our Internal and external customers and be an ambassador for the Organisation. Working as part of a team, to provide high quality day to day support to enable a successful service delivery.
Duties to include:
- To answer all incoming telephone calls/enquiries providing a prompt, warm and courteous welcome with the agreed salutation.
- To process and update requests from our client base, internal personnel and suppliers via telephone, fax, e-mail, or web.
- To ensure all calls are transferred to the relevant person professionally and promptly.
- To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
- Endeavor to minimise callers waiting time to a minimum and promptly progress callers' requests to promote Client comfort and ensure proactive effective communication of any delays/updates as required.
- To ensure that the Switchboard database is maintained and kept up to date.
- To escalate any technical failures for Switchboard IT Operations in a timely manner to IT and Switchboard Team Leader to ensure any issues are dealt with effectively to minimise impact to call handling.
- To carry out administrative tasks as required in a timely manner.
- Provide support to Service Desk Team as required.
- Carry out any other duties as requested deemed reasonable by your line manager.
Candidates suitable for this role will:
- Proficient in Microsoft Office Information Technology software (Word, Excel, and PowerPoint) is essential.
- Previous experience of using a telephony system desirable
It is essential for the right candidate to:
- Ability to communicate effectively and display excellent verbal and written communication skills.
- Demonstrate excellent telephone etiquette and patience.
- Be organised and able to multi-task.
- Be able to use time as a valuable resource and manage own time to achieve required outcomes.
- Be able to work under pressure in a busy environment.
- Ability to demonstrate professional and organised approach.
- Logical thinker with ability to be proactively resolve queries.
- Attention to detail.