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.