Role Description
The receptionist/switchboard operator is responsible for operating the telephone switchboard, maintaining switchboard records, and carrying out reception duties. They report to the Head of Operational Management and are held accountable for the quality of their switchboard and reception work. They are expected to adhere to established rules and procedures for managing telephone traffic. As part of their role, the receptionist/switchboard operator makes decisions regarding call routing, refers visitors to the appropriate individuals or departments, and provides information as needed.
Key Roles & Responsibilities:
To operate the telephone switchboard (both incoming and outgoing calls), keeps switchboard records (notes on complaints & international calls) and ensures the relievers know where to find all relevant telephone numbers
To take messages on behalf of the staff members if so required (i.e., due to absence)
To be in contact with telephone service provider in case of problems with lines which is also communicated to direct superior.
To perform reception duties, i.e. welcome visitors and make sure they are attended to by their party in the Embassy
To meet with courier services and prepare the necessary documents with regard to outgoing mail and file slips.
To ensure that the internal telephone-, staff- and email lists are up-to-date (especially upon arrival of new personnel and departure of the same)
To keep the chancery’s in/out-sign board up-to-date incl duty officer
To assist General Affairs and other colleagues with some basic administration and standard letters
Any other task assigned
Description of result areas:
To ensure smooth and correct transfer of telephone calls
To ensure correct and timely mail traffic
To ensure prompt and correct approach to colleagues and third parties, both on the phone and in reception area.
To give proper and timely follow up to problems with telephone etc
To act responsible with regard to operator/receptionist matters described in the job tasks
Description of competences:
Integrity
Client orientation/client friendliness
Ability to communicate orally
Ability to cope with stress
Ability to work with others
Intercultural sensitivity
Commitment to quality
Required Knowledge, skills and areas of experience:
At least 3 years of working experience as a receptionist or secretarial position
Good knowledge of the English language both in speaking and writing
Knowledge of the rules and procedures for telephone traffic.
Computer literacy, mainly in MS Office system
Skilled in speaking to telephone callers.
Skilled in speaking to visitors.
Integrity
Client orientation
Team work and commitment
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