ROLES AND RESPONSIBILITIES

• 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 performing 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

• 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
• Active contribution to improvement of internal systems commenting via wikis
• Constantly striving to bring the absolute BEST level of professionalism and courtesy to TSP’s call answering / reception.

SKILLS

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

APPLY HERE