Telephone Operator

Job Description

As a Telephone Operator at ABC Communications, you will be the initial point of contact for our customers. Your role is vital in ensuring that calls are answered promptly and professionally, contributing to a positive customer experience. You will assist customers with their inquiries, provide accurate information, and ensure efficient call handling while maintaining a high level of service.

Responsibilities

• Efficiently manage a high volume of incoming calls.
• Document all call information according to standard operating procedures.
• Provide troubleshooting assistance for basic technical issues.
• Maintain an up-to-date knowledge of products and services offered.
• Contribute to a positive team environment through communication.
• Participate in training sessions to enhance customer service skills.
• Report any unresolved queries or unusual patterns in calls to management.
• Support the onboarding and training of new staff as needed.
• Assist in maintaining the cleanliness and organization of the workspace.
• Continuously seek to improve customer service skills and knowledge.

Requirements

Education

• GCSEs in English and Mathematics
• Further qualifications in customer service preferred

Experience

• Experience in a high-paced call centre environment preferred.

Technical Skills

• Call Centre Software
• Microsoft Office Suite

Soft Skills

• Patience
• Team Collaboration

Languages

• English: Fluent

Advantageous

• Fluency in additional languages: Ability to communicate in multiple languages is a plus.
• Previous experience with escalated customer service: Experience dealing with difficult customers or situations.

Benefits

• Generous holiday allowance
• Pension scheme with employer contributions
• Access to training and development resources
• Positive and collaborative work environment

Company Culture

• Professional Growth: We encourage continuous learning and provide opportunities for advancement.
• Respect and Integrity: We uphold a culture of respect, integrity, and professionalism in all interactions.