| Category: | Corp Service Property Mngt – OF6306 |
| Posted by: | Alexander Forbes |
| Category: | Corp Service Property Mngt – OF6306 |
| 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 AreaCustomer ServiceAnswering 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 volumeManage 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 attitudeshowing 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 managementGood problem solverAdaptableExcellent 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 clientThe 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. |
TIPS:
Follow Up After Applying or Interviewing
After submitting an application, consider sending a polite follow-up email to reiterate your interest in the position. For interviews, always send a thank-you email within twenty-four hours. Express gratitude for the opportunity, mention something specific you discussed, and reaffirm your enthusiasm for the role.
These follow-ups not only show professionalism but also keep you on the employer’s radar. Sometimes, they can even make the difference in a competitive hiring process. Keep the tone polite and concise, ensuring you leave a positive impression.