Qualifications / Requirements
· Matric/Grade 12
· 3 - 5 Years business relevant experience
· Computer literacy is a must, strong typing abilities essential
· Client service orientated
· Telephone etiquette and protocol
· Switchboard operating skills
· Telephone management system (TMS)
· Ability to work with minimum guidance
· Prepared to work according to switchboard schedules and irregular hours from time to time
· SAP R/3 DMS operating skills will be an advantage
Competencies
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· Planning & Organising
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· Information Monitoring
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· Business communication (verbal and written) in English
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· Service Delivery
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Key Performance Areas
· Render an effective switchboard operating and telephone management service:
Sustain a sound knowledge of the switchboard and telephone management systems, functions and installation procedures at HQ:
o Telephone systems (analogue and digital) and telephone apparatus
o Different dialling facilities and how (and to whom) they are allocated
o Telephone number recognition (eg local, national and international numbers)
· Apply effective switchboard operating skills:
Call-up data (name, surname, extensions) from the system
Handle incoming calls and connect to the recipient
Re-route caller
Connect with an external number
Manage incoming and outgoing mail/correspondence
· Ensure completeness of information on the switchboard system:
Update members’ personnel particulars, office and extension details on a daily basis (per request and pro-actively)
Administrate extensions, pin numbers and dialling facilities on the system
Maintain voice mail
Assist users to use basic features, such as activate voice-mail, re-route calls, use of pin numbers, etc
Perform switchboard relief duties at decentralised structures (buildings), provincial offices on an ad hoc basis (per request)
· Render an effective telephone communication service:
Stay up-to-date with organisational changes and personnel movements
Handle incoming and outgoing calls efficiently
Furnish telephone numbers to members on request
Receive and relay messages effectively
Apply the correct telephone answering etiquette and ensure professional interaction with caller
Ensure confidentiality is maintained
Deal effectively with internal and external calls with regards to vetting processes, salary and leave enquiries, IT support etc.
· Assist with general administrative tasks pertaining to unit’s responsibilities:
Print and distribute private call statements
Handle changes and basics enquiries and refer if necessary
Do filing of statements
Monitor own productivity
- Ensure professional client service at all times:
Maintain sound interpersonal relations with clients (internal & external)
Participate actively and contribute as a project team member (switchboard services)
Present a professional code of conduct at all times and adhere to client’s core values
Qualifications / Requirements
· Matric/Grade 12
· 3 - 5 Years business relevant experience
· Computer literacy is a must, strong typing abilities essential
· Client service orientated
· Telephone etiquette and protocol
· Switchboard operating skills
· Telephone management system (TMS)
· Ability to work with minimum guidance
· Prepared to work according to switchboard schedules and irregular hours from time to time
· SAP R/3 DMS operating skills will be an advantage
Competencies
|
· Planning & Organising
|
· Information Monitoring
|
|
· Business communication (verbal and written) in English
|
· Service Delivery
|
Key Performance Areas
· Render an effective switchboard operating and telephone management service:
Sustain a sound knowledge of the switchboard and telephone management systems, functions and installation procedures at HQ:
o Telephone systems (analogue and digital) and telephone apparatus
o Different dialling facilities and how (and to whom) they are allocated
o Telephone number recognition (eg local, national and international numbers)
· Apply effective switchboard operating skills:
Call-up data (name, surname, extensions) from the system
Handle incoming calls and connect to the recipient
Re-route caller
Connect with an external number
Manage incoming and outgoing mail/correspondence
· Ensure completeness of information on the switchboard system:
Update members’ personnel particulars, office and extension details on a daily basis (per request and pro-actively)
Administrate extensions, pin numbers and dialling facilities on the system
Maintain voice mail
Assist users to use basic features, such as activate voice-mail, re-route calls, use of pin numbers, etc
Perform switchboard relief duties at decentralised structures (buildings), provincial offices on an ad hoc basis (per request)
· Render an effective telephone communication service:
Stay up-to-date with organisational changes and personnel movements
Handle incoming and outgoing calls efficiently
Furnish telephone numbers to members on request
Receive and relay messages effectively
Apply the correct telephone answering etiquette and ensure professional interaction with caller
Ensure confidentiality is maintained
Deal effectively with internal and external calls with regards to vetting processes, salary and leave enquiries, IT support etc.
· Assist with general administrative tasks pertaining to unit’s responsibilities:
Print and distribute private call statements
Handle changes and basics enquiries and refer if necessary
Do filing of statements
Monitor own productivity
- Ensure professional client service at all times:
Maintain sound interpersonal relations with clients (internal & external)
Participate actively and contribute as a project team member (switchboard services)
Present a professional code of conduct at all times and adhere to client’s core values
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