Receptionist/Telephone Operator (OPS/T0 2) (Not Vacant)
Closing on: Feb 9, 2024
Strategic Objectives of the Division
To provide high quality corporate support to the Council in the areas of corporate management, people management, performance management, financial services, information communication and technology, customer services, document and records management, contract administration, and procurement within budget and in full compliance with relevant statutory obligations, regulations, codes, guidelines and Council policies and organizational directives.
Job Purpose
The Receptionist/Telephone Operator is responsible for maintaining the image of the Council as per the vision through attending to the clients/visitors with respect and integrity and performing duties of switchboard operator through operating the computer-based switchboard in re-routing calls and directing them, answering and directing incoming phone calls and answering questions.
KEY OUTPUTS
Calls answered
Reception provided
Mails opened and distributed
Complaints reported and monitored
Visitors greeted and processed
Performance Standards
Calls are managed/dealt with courteously and efficiently in accordance with the CCCJ Customer Charter, and other established policies, procedures, and protocols.
Reception and telephone services are delivered to quality standards and within established policies, procedures, and protocols at all times.
High levels of professionalism, courtesy and confidentiality are always maintained at established levels and standards.
Mails are opened and distributed in accordance with agreed timeline and standards.
Complaints about the telephone system are reported and monitored in a timely manner in accordance with established procedures and timelines
Authority
Screen telephone calls and visitors
Report and record any telephone switchboard problems and repairs
Log all incoming and outgoing mails and packages and process through established channels to ensure items arrive at required destinations
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Passes in Five (5) CSEC subjects or equivalent (grade 1-3) including English Language, and a numerical subject, a computer-related subject will be an asset
REQUIRED COMPETENCIES
Comprehensive knowledge of customer service principles
Comprehensive knowledge and experience using centralized telephone systems and equipment
Working knowledge of office management procedures and protocols and telephone etiquette
Excellent interpersonal, teamwork and negotiation skills
Excellent communication skills, with an exceptional ability to communicate information and ideas verbally so that others will easily understand
Good organization and time management techniques/skills
High attention to detail, adaptability and reliability
Ability to:
listen to and understand information and ideas presented through spoken words and sentences
communicate effectively and diplomatically with the public under stressful conditions, engage with others effectively and productively, establish trust and positively represent the Council
establish and maintain effective working relationships with clients and staff
reading and understanding information and ideas presented in writing.
Working independently with minimal supervision
maintaining high integrity, confidentiality and positive attitude
use tact when dealing with upset and angry individuals
Typing/Keyboard skills proficiency in typewriting at a speed of 30 – 35 words per minute
SPECIAL CONDITIONS ASSOCIATED WITH THE JOB
Normal office environment. Office hours may vary periodically, requiring work outside normal office hours on special occasions.
The incumbent must be able to work in mostly sedentary job within a hectic environment with many interruptions and relate effectively to diverse people. S/He must remember names, numbers, locations, etc.
REMUNERATION
Salary scale: $1 272 269.00 – $1,711,060.00 per annum
Applications, accompanied with resume, should be submitted. no later than Friday, 2024 February 09 to Manager, Human Resource Management The Council of Community Colleges of Jamaica 37 East Street Kingston
OR
Email: hr@cccj.edu.jm
Subject: The Receptionist/Telephone
This description may not contain every conceivable duty or task associated with the job. The job holder may, from time to time, be required to perform other tasks and activities which are not enumerated but which are reasonably related to the overall purpose of the position.
We thank all applicants for expressing an interest; however, only shortlisted candidates will be contacted
