Job Brief
As a Telephone Exchange Operator, you will play a vital role in managing incoming and outgoing calls within a telecommunications network. You will be responsible for providing exemplary customer service by assisting callers with accurate information, navigating directories, and handling special billing requests. Ideal candidates possess strong communication skills, attention to detail, and the ability to manage emergency situations while ensuring a seamless connection for all users.
Responsibilities
- Operate telephone exchange equipment to connect calls efficiently, ensuring minimal wait times.
- Access alphabetical, geographical, and other directories to provide accurate caller information.
- Assist customers with special billing requests, including third-party charges and refunds for misdialed calls.
- Handle emergency calls promptly, providing necessary assistance to callers in distress.
- Support individuals with physical disabilities and children in making telephone calls with compassion and efficiency.
- Maintain records of calls, billing inquiries, and customer interactions to ensure service quality.
- Collaborate with team members to improve service delivery and resolve technical issues.
Requirements
- High school diploma or equivalent; additional education in telecommunications is a plus.
- Proven experience in a customer service or telecommunications role preferred.
- Strong verbal communication skills and ability to remain calm under pressure.
- Familiarity with telephone exchange systems and directories.
- Ability to assist individuals with varying needs, including physical disabilities.
- Proficient in handling billing inquiries and resolving customer complaints.
- Basic computer skills, including knowledge of CRM software and call management systems.
Similar Job Titles
- Telecommunications Operator
- Call Center Operator
- Switchboard Operator
- Customer Service Representative
- Telephone Service Representative
- Operator Services Specialist
- Call Handling Specialist
- Telecommunications Specialist
