Switchboard Operator Job Description - Career Path

Switchboard Operator Job Description

An Switchboard operator is a telecommunications professional whose primary job is to answer incoming calls and forward them to a company or organisation.

So what does an operator do?

Switchboard operators are responsible for operating the switchboards. You receive incoming calls from outside the company and answer them promptly and professionally, kindly and politely.

Sometimes an operator has to follow a specific guideline for a company's answering machine. When answering the phone, the operator must quickly evaluate and identify the type of call, provide all the information requested, and forward the call to the person or department concerned.

If it is not immediately clear to whom the call is to be forwarded to, an operator should ask the caller for further information in order to determine the most suitable recipient of the call. For example, when a customer requests an order, the operator decides whether to forward the call to the logistics and shipping department or to customer service.

If for some reason it is not possible to transfer a call (e.g. the requested person is absent or unavailable), an operator can answer a short message - e.g. Write down the name, last name, and phone number of the caller, and the reason they are calling, and share this information with the appropriate department or person.

But that's not all:

Other important tasks for an operator are keeping a log of calls made and made during the day (today, of course, this is increasingly done using a computer) and updating the company's internal phone directory to ensure that it contains the correct phone numbers from different departments and employees. You may also need to record voicemail messages on the company's main phone line, e.g. B. the opening times of a doctor's office or the closing dates of a vacation office.

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