Switchboard Operator

Job Purpose:

To act as the first focal point of contact for any incoming customer, visitor or caller to us or its clients.

Roles and Responsibilities:

1. To answer calls with minimum rings avoiding callers’ hang off.
2. Answering phone calls and welcoming visitors by greeting them, in person or on the telephone, answering or referring inquiries. Providing professional and efficient management of visitors, calls and messages based on agreed standards of customer services.
3. Screening and directing calls to other staff members by maintaining employee and department directories and providing clear, accurate instructions.
4. Providing basic information to callers or referring them to appropriate contacts.
5. Call waiting staff to attend to any urgent calls.
6. Contact call waiting staff to ensure that their inquiries are properly cleared and attended to.
7. To ensure low call duration and high call quality.
8. To handle calls with high confidentiality and security as well as to keep in touch with the “Ethics & Compliance” team, in order to maintain a maximum privacy level.
9. To cooperate with the Digital/IT team to fix any incident system errors.

Job Specific Knowledge and Skills:

1. Good experience in managing customer relations.
2. Good customer service attitude.
3. Proven work experience in front desk and reception.
4. Professional attitude and appearance.
5. Proficiency in MS Office Suite.
6. Very good organizational skills.
7. Good customer service skills.
8. Good time management skills.
9. Ability to be resourceful and proactive when issues arise.