Phone Operator job description
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What does a Phone Operator do?
A Phone Operator efficiently manages all incoming and outgoing calls for the organization, ensuring excellent customer service and accurate message taking. This role is crucial in maintaining smooth communication channels both internally and externally.
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What are the Key Responsibilities of Phone Operator
- Answer and route incoming calls to appropriate departments.
- Provide information about company services to callers.
- Take accurate messages and relay them promptly.
- Manage and update the telephone directory.
- Ensure excellent customer service by handling queries professionally.
- Assist in administrative tasks involving phone communications.
- Report any technical issues with phone equipment to IT.
What are the Skills and Requirements for a Phone Operator?
- Excellent communication and listening skills.
- Proficiency in multi-line phone systems.
- Ability to handle confidential information with discretion.
- Strong customer service orientation.
- Basic computer skills for recording calls and messages.
- Ability to work calmly under pressure.
What are the KPIs to track for Phone Operator?
The Phone Operator's performance is evaluated based on call handling efficiency, customer satisfaction scores from interactions, and the accuracy of messages taken and relayed.
Call Handling Efficiency
Percentage of calls answered within a specified timeframe.
Customer Satisfaction
Rating from feedback on phone interactions.
Message Accuracy
Accuracy and timeliness of relayed messages.
Reports to
Office Manager
Collaborates with
Reception Staff, IT Support
Leads
N/A
Are any specific tools or software required for the Phone Operator role?
- PBX Phone System
- Call Logging Software
- Microsoft Office
What is the qualification of Phone Operator?
High school diploma or equivalent; 1-2 years of experience in a customer service or administrative role.
