TELEPHONE OPERATOR, CUSTOMER CARE & EXPERIENCE

Responsibilities

• Answer and route incoming calls, ensuring all calls are answered within three rings.
• Retrieve directory information and maintain the telephone directory and staff directory.
• Assist callers in identifying their needs and coordinate appropriate call routing.
• Communicate effectively with customers and report PABX console/computer problems to supervisor.
• Maintain the PABX system in good order and keep office furnishings (table tops, chairs, personal lockers) in good condition.
• Update staff rosters, consultant leave and new consultant information, ensuring accurate delivery of details.
• Provide information from a variety of sources to field public queries regarding departments, phone numbers, and operational hours.
• Train new operators or on‑call substitutes and ensure new staff understand job responsibilities.
• Make announcements when necessary and perform other ad‑hoc tasks assigned b...