Switchboard Operator

Alexforbes; Sandton; On-site; ZAR 150,000 - 220,000; Full time

Job summary

A financial services company in Sandton is looking for a Switchboard Operator. The role involves answering and directing calls, providing excellent customer service, and adhering to organizational protocols. Candidates should have at least 2 years of experience in a similar role and be able to communicate effectively in multiple languages. This position requires dedication to efficiency and customer satisfaction.

Qualifications

• Minimum 2 years' experience as a corporate switchboard operator or call centre agent.
• Ability to speak more than 2 languages.
• Experience in customer service practices and principles.

Responsibilities

• Answer and direct telephone calls professionally.
• Take and forward messages accurately.
• Adhere to policies and procedures.

Skills

Excellent customer service

Effective communication skills

MS Office

Excellent time management

Good problem solver

Education

National Senior Certificate

Matric / Grade 12

Job description

Designation: PP1769 - Switchboard Operator

Category: Corp Service Property Mngt - OF6306

Posted by: Alexander Forbes

Posted on: 05 Aug 2025

Closing date: 13 Aug 2025

Location: Sandton

Purpose Of The Job

A switchboard operator's main responsibility is to answer and direct telephone calls in a polite, professional and informative manner.

Overview

Education

• National Senior Certificate
• Matric / Grade 12
  
  

Experience

• Switchboard / Call Centre-Minimum 2 years proven work experience as a corporate switchboard operator or as a call centre agent at a financial services organisation
• 2- 5 Years Knowledge of customer service practices and principles
• Ability to speak more than 2 languages
  
  

Customer Service

Answering a Call

• Act as a key point of contact for callers providing a professional and friendly service as well as delivering an exceptional first impression.
• Using the standard greeting when answering and closing a call, ensuring each caller treated as a valued client
• Serve as a resource for callers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an outstanding and timely manner.
• Engage using correct business language, accurate use of tone, pitch and volume
• Manage telephone calls professionally, efficiently and with good communication skills.
• Provide timely transfer to staff or the contact centre/s for assistance.
• Demonstrate a true passion for customer service by proactively seeking ways to delight our clients and visitors, always going above and beyond
• Communicates with clarity, using a flexible range of styles to suit the addressees.
• Have an empathetic approach to calls
  
  

Message Taking

• Accurate and detailed recording of messages
• Accurate and timely forwarding of messages
• Contribute to the performance of the team by displaying a positive and enthusiastic attitude
• showing support and involvement in all activities
• Work effectively within the business services team
• Must internally maintain excellent communication with colleagues in front line team to assist in ensuring the smooth operation of services
  

Adhering to policies, procedures and protocols

• 100% adherence to Divisional policies, procedure, protocols and SLAs
• 100% adherence to AFFS policies, procedures and guidelines
• Monitor effective use of business tools and equipment
• Full adherence to schedules and Handbook protocols
• Adhere to the POPIA act – Confidentiality and no documentation to be visible to clients Treat Customers Fairly

• Understand the TCF principles and use them when dealing with clients
• Act as a brand ambassador by modelling the AlexForbes values in every interaction with clients, colleagues, service providers and the general public.
  

Personal Development

• Attendance and active participation in professional development, training and coaching sessions as required.
• Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives.
• Contributing to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators
  
  

Competencies

• MS Office
• Excellent time management
• Good problem solver
• Adaptabile
• Excellent customer service
• Effective communication skills. The ability to express oneself clearly verbally and via written communication in order that the content is understood by the receiver.
• To have the energy and drive required to meet the challenges of work.
• The ability to complete repetitive tasks with patience and tolerance within required turnaround times.
• The ability to listen to and to verbally express in a fluent, transparent and consistent manner . Adjust language,terminology and needs of the client
• The ability to accept change and adapt ones approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organisation, processes, protocols, requirements, or cultures
• The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal
• The ability to handle stress and problems without loss of focus, enthusiasm and professional composure.
• Consistently high quality of work – Superior work standard
• Excellent customer service
• Knowledge retention
• Fast and efficient
• Attention to detail
• Quality awareness
• Excellent communication – verbal and written
• Reliability and consistent