Receptionist: Irene Village Mall - Broll Property Group

POSITION PURPOSE

Responsible for the effective management of the telephone switchboard and maintenance of a computerized database of telephone information. Performs switchboard operation service including receiving telephone calls, transferring the caller to the correct individual or department and taking messages.

Receive all telephone calls in a friendly and professional manner. Answer calls timeously with no dropped calls. Deals with requests for information, takes accurate messages and passes them on correctly and efficiently, via email or according to the client preferred process. Responsible for the professional and efficient managing of visitors and consumers at reception.

Receive all visitors to the organization in a friendly and professional manner at reception, ascertaining the purpose of their visit, directing them correctly and ensuring that the host receives them timeously. Perform a variety of clerical and administrative duties that support the business, including handling of courier and post. Management of the Boardroom, Reception and all functions related to this area.

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ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for professional and efficient customer service

• Promptly accurately professionally and courteously receives 100% of all telephone calls and visitors to the organization
• Promptly accurately professionally and courteously assesses 100% of received calls/inquiries and directs and/or records and relays messages

Assumes responsibility for the professional and efficient management of reception tasks

• Proficient at using all features of the telephone system and voice mail
• Proficient at assisting visitors, clients, staff and consumers at the reception desk
• Ensures that the reception station is manned 100% of the time by two staff members
• Signs for deliveries when necessary and notifies recipients
• Manages and coordinates all boardroom bookings
• Calls and confirms boardroom bookings and adjusts the booking schedule as necessary
• Adheres to all booking confirmations and ensure that the room is properly prepared for the meeting
• All boardroom bookings must be followed up by reception via e-mail confirming the booking and all other requirements requested by the person that requested the booking
• Bring to the attention of the Broll Manager, AIG Occupational Health and Safety Officer as well as Jeannine Gates, any defaults, trends and problematic situations in order that it can be addressed. Act pro-actively
• Manages and monitors all boardroom functions and in conjunction with Cleaning and Canteen
• Manages and maintains all reception desk registers and provides weekly and monthly statistics
• Supports the facilities function with general administrative tasks, binding, post, courier, typing, etc.

Assumes responsibility for the professional and efficient management of switchboard

• Promptly, accurately, professional and courteously receives 100% of all telephone calls within 3 rings
• Assists the caller in determining the correct person or department with whom they wish to contact and assists with toll calls where speed and accuracy are essential
• Proficient in operating the switchboard and using all features of the telephone system and voice mail
• Proficient in answering questions regarding personnel and departments
• Answers incoming calls, greeting callers, providing information, transferring calls as necessary
• Route emergency calls appropriately
• Place telephone calls or arrange conference calls as instructed
• Ensures that the switchboard is manned 100% of the time.
• Ensure that the switchboard and reception areas are neat and tidy at all times
• Handling complaints and refers them to the correct department Taking messages and relays and routes written and oral messages ensuring the correct person receives the message

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Assumes responsibility for reporting

• Prints monthly reports from switchboard system at the end of the last workday of the month and submits report to designated individual.
• Maintains a thorough working knowledge of and adheres to organization/project policies, regulations and procedures.
• Prints monthly report from postage/courier system at the end of the last workday of the month and submits report to designated individual.
• Maintains a thorough working knowledge of and adheres to organization/project policies, regulations and procedures.

Assumes responsibility for operational tasks, including courier and post

• Performs clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail.
• Contacts security staff members when necessary.
• Answer simple questions about clients' businesses, using reference files.
• Performs routine office tasks necessary for the operation and presentation of a professional office
• As needed, assists with clerical tasks including typing, filing, proofreading, and maintenance of service logs and data entry.
• Ensures hand-delivered postage system is operational and keeps supervisor informed of relevant needs.
• Receives all mail and claims receipts, logs these on the register and ensures they are signed for when collected
• Prepares and processes 100% of outgoing mail including accurate weighing; coding; sorting; affixing postage; properly addressing; and preparing certified/overnight/return receipt mail.
• Maintains knowledge of current postal regulations and services frequently used by the organization.
• Receives all couriered items and informs drivers of items for distribution internally
• Arrange collection of items that need to be couriered, completes the waybill and informs courier company of collection
• Draws up monthly stats regarding couriered items and forwards information to the relevant department
• Ensures Reception, Boardrooms and visitors waiting area is in a neat and tidy condition at all times. Report any incidents or non-compliance in this regard.
• Informs supervisor in advance as to supply needs and if any equipment in these areas are not functioning properly.
• Assists in other duties as needed and directed.

Assumes responsibility for related duties as required or assigned.

• Ensures that all client requirements and processes are adhered to at all times
• Ensures that work area is clean, secure, and well maintained
• No food to be consumed at workstations.
• Executes special tasks as assigned.

PERFORMANCE MEASUREMENTS

• Answering and screening of incoming calls in a professional manner, upholding the client’s image when dealing with clients, visitors, staff and consumers on the telephone and in person at the reception area.
• Courier services and mail is managed timeously and professionally with no errors made
• Ad hoc duties are completed as and when required within the given time frame
• Ensures workstation is manned and operational in compliance with client-required hours of operation
• Complies with site-specific client processes and procedures

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QUALIFICATIONS

Education/Certification:

• Matric (Senior Certificate)
• Certificate In Switchboard And Reception Management

Required Knowledge:

• Reception and Switchboard Management
• General Administration
• MS Office

Experience Required:

• 3 years relevant experience in reception and switchboard management
• 1 – 2 years admin assistant or secretarial experience
• Boardroom management

FUNDAMENTAL COMPETENCIES:

Personal competencies:

• Approachable and presentable at all times
• Must be punctual and reliable
• Must have a positive disposition and personality
• Must be energetic
• Results-oriented
• Attentive to detail
• Stress tolerant - Able to work under pressure
• Basic computer literacy
• Good written communication
• Sound judgment and excellent telephone etiquette.

Intellectual competencies:

• Service delivery skills
• Customer /Client focused
• Ability to deal with ambiguity
• Interactive reasoning
• Good understanding of client’s processes
• Well-organised – the ability to plan and schedule

Interpersonal competencies:

• Work as a team and partnering
• Relationship building
• Excellent oral communication
• Good listening skills