Telephone Operator

Roles and responsibilities

A Telephone Operator plays a key role in managing phone communications within a company or organization. This role involves answering calls, directing them to the appropriate departments or individuals, handling inquiries, and ensuring smooth and efficient phone operations. Below are the essential skills required to be a successful telephone operator:

1. Communication Skills
   • Clear Verbal Communication: The ability to speak clearly, professionally, and courteously is essential for interacting with callers.
   • Active Listening: Carefully listening to callers' requests or concerns to ensure they are directed to the appropriate person or department.
   • Professional Phone Etiquette: Maintaining a polite and friendly tone, using proper greetings, and speaking with clarity, especially in high-volume environments.
   • Effective Questioning: Asking the right questions to understand the caller’s needs quickly and accurately.
2. Multitasking
   • Handling Multiple Calls: Telephone operators often need to manage several calls at once, ensuring that each one is dealt with appropriately and without confusion.
   • Managing Call Transfers: Transferring calls between departments or individuals while keeping track of the conversation to ensure nothing is missed.
   • Switching Between Duties: Balancing phone duties with other administrative tasks, such as taking messages or answering customer inquiries.
3. Customer Service Skills
   • Providing Information: Giving clear, accurate, and helpful information to callers, whether it’s about services, office hours, or contact details.
   • Problem-Solving: Assisting with troubleshooting simple issues or inquiries and resolving problems efficiently and professionally.
   • Handling Difficult Calls: Remaining calm and composed when dealing with upset or frustrated callers, diffusing tension while remaining professional.
4. Organizational Skills
   • Maintaining Call Logs: Keeping detailed records of calls, including caller information, purpose of the call, and any follow-up actions required.
   • Scheduling Calls: In some cases, telephone operators may schedule calls or appointments, requiring strong time management skills.
   • Efficient Call Routing: Ensuring calls are routed to the correct departments or individuals quickly and efficiently, minimizing wait times.
5. Technical Skills
   • Familiarity with Phone Systems: Proficiency in operating telephone switchboards, multi-line phone systems, or VoIP (Voice over Internet Protocol) systems.
   • Basic Computer Skills: Knowledge of using computer systems to access caller information, look up contact details, or enter data into a customer relationship management (CRM) system.
   • Handling Voicemail Systems: Setting up, managing, and troubleshooting voicemail systems or automated answering services.
   • Call Center Software: Familiarity with call center software (e.g., Zendesk, Freshcaller) for managing and tracking calls.
6. Time Management
   • Prioritizing Calls: Being able to determine which calls need to be prioritized, especially in high-volume call centers or during peak hours.
   • Efficient Handling of Routine Calls: Ensuring routine or repetitive calls are handled efficiently to minimize wait times for all callers.
   • Minimizing Hold Times: Ensuring that callers are placed on hold for as little time as possible and follow up on their needs promptly.

Desired candidate profile

As Telephone Operator, you will join a team that is passionate about delivering exceptional service where we believe that anything is possible, whilst having fun in all that we do! Interested then why not say Yes I Can! as we are looking for passionate people just like you!

Key Responsibilities:

• Transfers incoming calls promptly to the appropriate extension.
• Assists guests to make long distance calls by instructing them on the appropriate procedures and/or placing calls for them.
• Responds to customers’ questions regarding the hotel, in-house facilities and local events.
• Takes and delivers accurate and complete messages.
• Accepts, records and executes wake-up calls, ensuring the guest is awakened as requested.
• Knows well the Room service menu.

Requirements:

• Experience in guest relations beneficial but not essential.
• Hands-on approach with a can-do work style.
• Commitment to delivering exceptional guest service with a passion for the hospitality industry.
• Experience of working with IT systems on various platforms.
• Strong communication skills.