ENVOY, CUSTOMER CARE & EXPERIENCE

GENERAL DESCRIPTION

Responsible for answering routes telephone calls from internal and external customers.

JOB DESCRIPTION

Answers and routes incoming calls.
All incoming calls to answer within three (3) rings.
Performs database retrieval for directory information.
Ensure telephone directory in place.
Assists callers in identifying needs and then routing calls appropriately.
To communicate effectively with customers.
Reports PABX console/computer problems to supervisor.
To ensure the PABX system is always in good order.
Updates and maintains staff directory to ensure accurate delivery of information.
To ensure accuracy of staff directory.
Provides information obtained from a variety of sources to field questions from the public regarding
departments, phone numbers, operational hours, etc.
To ensure accuracy of information delivered to customers.
Provide training for new operators or on-call substitutes.
To ensure the new staff understand the job responsibilities.
To make announcement when Emergency Codes, General Information necessary.
Other ad-hoc task assign by Superior.

See also