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Phone Operator Job Description

What does a Phone Operator do?

A Phone Operator is responsible for answering incoming calls and directing them to the appropriate department or individual within an organization. They provide general information about the company and its services, and may also process orders, provide customer service support or handle complaints. Phone Operators operate telephone switchboards, making and receiving telephone calls, and may also assist with other administrative tasks as required. They are typically friendly, professional and efficient communicators with good problem-solving skills and a calm and gracious manner when dealing with customers.

Our Phone Operator job description includes the Phone Operator responsibilities, duties, skills, education, qualifications, and experience.

Phone Operator Example

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If you need an example job description for a Phone Operator download the one below, alternatively we have many other Customer Services job description samples and a job description library with over 3000 job descriptions templates that you can download for free.

What does a Phone Operator do?

The Phone Operator is responsible for providing a wide range of customer service and administrative tasks to meet the needs of customers and the company. Responsibilities include answering incoming calls, providing accurate and timely information, taking orders, setting up accounts, dealing with customer complaints, directing calls to appropriate personnel, and managing voicemail accounts. The Phone Operator must be able to work independently and as part of a team, possess excellent communication and customer service skills, be well organised, and possess good problem-solving skills.

Phone Operator Role Purpose

The purpose of a Phone Operator is to provide customer service to people over the phone. This typically involves answering incoming calls, responding to customer enquiries, providing information, taking orders, troubleshooting issues and helping customers to resolve their problems. The Phone Operator must also ensure that customer service standards are met and maintained.

Phone Operator Role

A Phone Operator is responsible for answering incoming calls and providing customer service to callers. They must provide accurate information, troubleshoot technical issues, take orders, and provide general assistance. They must demonstrate excellent communication, problem-solving, and customer service skills.

Phone Operator Duties

  • Respond to customer inquiries and complaints
  • Provide technical advice and assistance to customers
  • Process customer orders and payments
  • Troubleshoot and diagnose customer issues
  • Maintain accurate customer records
  • Ensure customer satisfaction

Phone Operator Requirements

  • Good customer service skills
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment
  • Knowledge of telephone systems and call handling

Phone Operator Skills

  • Excellent customer service
  • Ability to troubleshoot technical issues
  • Good telephone manner
  • Strong communication skills

Phone Operator Personal Traits

  • Excellent customer service skills
  • Good communication skills
  • Patience and resilience
  • Ability to handle difficult conversations
  • Ability to multi-task
  • Ability to work well under pressure

How to write a Phone Operator Job Advert

Use our job advert template to write a job advert for posting on job sites and job boards. Our job advertising templates are carefully created to help you reach your audience and beat the competition to the best talent.

A job description informs the reader about a job, whereas a job advert’s main objective is to sell the job opportunity to attract as many suitable applicants possible. A job advert maybe the first touch-point a candidate has with your company so it is important to create a great impression.

Job Advertisements should enticing, so considering using short, exciting language which get the reader’s attention.

How to write a Phone Operator Job Description

To write a job description, we recommend starting with a job description template from our job description library, which contains examples for 800+ positions and professions. Our job description examples include a job summary with duties and responsibilities and skills and requirements, which can be personalised for your job vacancy.

Job Description Advice - Guidance on How to Personalise a Phone Operator Job Specification

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

Job Description Tips - Help on formatting a Phone Operator Job Specification

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company's culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.

How to Hire a Phone Operator

Once you have selected your Job Description download it or convert it to a Job Advert. From here you can post/advertise your job across our network of job boards. If you wish to use the job description for a CV Template click through for advice and Convert to a CV

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