OVERALL RESPONSIBILITY
The successful candidate will be responsible for providing efficient and effective communication Services.
KEY RESPONSIBILITIES
Ensure feedback of booked calls is given within 5 minutes
Effectively and efficiently handling of all incoming and outgoing calls as per policy.
Maintaining records of all outgoing calls.
Monitor all calls accordingly and report any Telephone abuse.
Timely Communication to end user is vital during system downtime
Operate paging systems and intercoms to communicate during emergency services
Timely reporting of non-functioning equipment as and when required.
Report faulty extensions / equipment and record the findings
Testing of lines and Public Address System Serviceability
Ensure work instructions and standard operating procedures are followed throughout cluttering the office.
Timely Response to all emergency calls
Ensure correct information for all emergency calls is recorded and communicated / escalated to the relevant personnel immediately
Aware of back-up plan in case the primary equipment failure.
Record all emergency Codes indicating area and time accordingly of the emergency.
Ensure read back for booked numbers is done before dialing to ensure correct numbers are dialed.
Ensure compliance to all booked calls
Ensure proper handing over after every shift, while proceeding on off or leave
Ensure hand over of all pending calls /messages after every shift or before taking a break
To ensure delivery of cost-effective services.
To deliver quality services in the operations.
To deliver customer service excellence.
REQUIREMENTS
Diploma in Public Relation, Diploma in Telecommunications Operations Management, or its equivalent qualification from a recognized Institution.
At least one year working experience in a similar position in an organization handling 100+ calls per day
Ability to memories numbers accurately.