Virtual Reception Position

Virtual Receptionist

Job Duties

  • Work within a team of other virtual receptionists in a virtual call centre environment processing inbound calls.
  • Taking and sending messages, transferring calls, setting up appointments and preforming other tasks as requested by the client.
  • Working under the supervision and at the direction of the Virtual Call Centre Manager.
  • Manage multiple calls and tasks.
  • Providing outstanding customer support and service at all times.
  • Demonstrating a friendly, helpful, “can do” attitude at all times to all callers, customers and fellow colleagues
  • Retain a professional and courteous phone manner when dealing with challenging and /or conflicting callers.
  • Be recognised as a trustworthy, reliable, competent, respected, well liked and professional TSP team member

SUPPORTING ACTIVITIES

  1. Must be highly proficient in the use of ALL internal computing and information systems, including (but not limited to) the company's chosen:
    • telephony system
    • calendar management system
    • knowledge management system
    • issue management system
    • email system
    • chat system
  2. Active contribution to improvement of internal systems commenting via wikis
  3. Constantly striving to bring the absolute BEST level of professionalism and courtesy to TSP’s call answering / reception.

SKILLS

  1. Telephony, call answering & message taking experience
  2. Timely & accurate record keeping, & diligent message taking;
  3. Strong computer and technical skills to ensure you can swiftly move from different software systems in order to ensure utmost accuracy
  4. Excellent interpersonal skills comprising discretion, diplomacy & respect for fellow colleagues & TSP customers, especially with contentious clients
  5. Discipline to be a reliable team member and have 100% focus, despite you work place being also your home
  6. Excellent organizational skills
  7. The ability to think laterally & be able to suggest practical solutions if faced with challenges in day to day activities
  8. Min 30 wpm typing skills

ATTRIBUTES

  • Professional
  • Reliable
  • Trustworthy
  • Warm, friendly, approachable nature
  • “Can do”/ “I can help you” attitude & personality
  • Ability to accept criticism from difficult customers
  • Accountable.
  • Good computer skills.

EXPERIENCE

  • Reception, call answering / call attendant experience
  • Experience in dealing with difficult clients and / or handling situations of conflict
  • Midrange level technical / computing experience in the area of telephony platforms / pc support

CULTURE AND VALUES

  • Uncompromised customer service
  • Strong, committed and loyal work ethic
  • The desire to have fun in the workplace, with a true passion, commitment and understanding of the business and wanting to share in its future successes
  • A strong belief that with application and focus, anything is possible