JOB TITLE

Front Line Receptionist & Switchboard Operator

JOB PURPOSE

The primary objectives of the Front-Line Receptionist is to welcome all visitors in a professional and friendly manner before notifying the relevant staff member of their arrival.  The responsibilities furthermore include answering a multi-line switchboard within the prescribed turn-around time and transferring the calls as accurately and efficiently as possible.  General office administration will form part of the Receptionist day to day tasks.

RECOMMENDED QUALIFICATIONS

ACADEMIC

ü  Matric

ü  Any further education or training in office management will be an advantage

MINIMUM OTHER TRAINING REQUIRED

ü  Computer literate – Microsoft Word, Excel, and Outlook. 

ü  Telephone Etiquette and/ or Customer Service related training

ü  Exposure to, or work experience within the Short-Term Insurance sphere will be an advantage.

MINIMUM YEARS OF FORMAL & INFORMAL EXPERIENCE REQUIRED

ü  At least 2 years relevant work experience in office administration which includes operating a multi-line switchboard.

COMPETENCIES REQUIRED

ü  Effective Communication skills (Email and Telephonic Etiquette)

ü  Ability to communicate in both English and Afrikaans will be highly advantageous

ü  Ability to effectively handle an irate caller

ü  Solution based thinking

ü  High levels customer service orientation

ü  Logical thinking with good ability to work through “noise”

ü  Ability to perform without or with limited supervision

ü  Ability to use own initiative when dealing with ‘out of the ordinary’ scenarios

ü  Ability to be flexible and adaptable to change

ü  High levels of self-perception (confidence, self-empowerment, optimism, self-respect).  Must have a neat and professional appearance.

ü  Effective Time management skills.  Punctuality is crucial.

ü  Demonstrate high levels of accountability

ü  Ability to build value adding interpersonal relationships with colleagues, managers and brokers

ü  Ability to work well within a team

ü  Must share in CIB’s core values of being driven, reliable, caring, honest, act with integrity, and having a positive attitude.

JOB SPECIFIC INFORMATION

Key Performance Areas

1.     Reception

2.     Secretarial

Key clients

Brokers, internal staff, managers and executives, service providers & policy holders

KEY PERFORMANCE AREAS DEFINED

Reception

ü  Ensure that all incoming calls are answered within the prescribed “3 rings” turn-around time

ü  Ensure efficient and correct distribution of calls.  Avoid leaving/ abandoning unanswered calls

ü  Ensure that accurate and detailed messages are taken where a recipient of an external call is not available

ü  100% Adherence to quality and professional standards required from a telephone etiquette point of view.  Ensure that each caller has a pleasant telephonic experience when contacting CIB

Secretarial

ü  Correct recording, checking and distribution of all deliveries to CIB/ or CIB staff.  100% adherence to prescribed internal processes and control sheets

ü  Ensure that all visitors and job applicants are received and welcomed in the most professional and courteous manner.  Ensure that the relevant internal host of the meeting is notified of their arrival timeously.

ü  100% Adherence to prescribed internal process relating to the sign-in register.  All visitors must be signed in and signed as per required security standards.

ü  Ensure that telephone and roll call lists are updated monthly

ü  Attend to all ad hoc administrative tasks for other departments as and when required.