Switchboard Operator - Bryte Insurance Company

The role holder will be responsible to ensure an efficient and proactive quality switchboard service to both internal and external clients.

Key Tasks & Accountabilities

Effective and efficient switchboard operation service

• Provide a professional, prompt and friendly telephone answering service
• Answer all calls politely within four rings as per internal policy and procedures
• Ascertain which Bryte staff member clients wish to speak to
• Accurately route telephone calls to the correct extension
• Politely notify callers when staff extensions are unavailable
• Determine whether callers wish to hold, leave a message or have the call transferred to another staff member of the relevant department
• Attend to requests from staff members to make cell phone or long distance calls and dial and forward accordingly
• Deal with complaints from clients and forward to relevant department and staff member
• Receive calls regarding faulty telephone lines and timeously report to manager for resolution
• When required or requested, assist supervisor with adhoc duties within the department
• Answer all incoming calls promptly
• Operators to work as a team by carrying the call volume equally.
• F7 active when on duty.
• Ratings will be applied in accordance with (TMS) call measurement spreadsheet and auto answer results as demonstrated below
• Support departments (when requested)
• Prompt and Accurate taking and relaying of messages using e-mail.
• Excellent front-line representation of departments and branches (whiles having meetings or phone problems)

Warmly and professionally welcome visitors to the reception area

• Politely enquire from all visitors which department they have come to see
• Re-direct visitors or call the relevant department for the collection of visitors
• Report unauthorised visitors to security timeously

Relationship

Internal

• All staff in Bryte

External

• Clients
• Branches
• Service providers
• Brokers

Qualifications & Experience

• Matric or equivalent
• NQF level 4
• SST level 1
• 3 years experience in switchboard operations

Skills

• Excellent verbal communication skills
• Effective and efficient switchboard operation service
• Telephonic skills
• Voice projections skills
• Computer skills