Switchboard Operator

Business Unit / Division:
Tsebo Facilities Solutions

Job Type Classification:
Full Time

Location - Town / City:
Cape Town

About Us:
Tsebo Facilities Solutions is looking for a Switchboard Operartor to manage the switchboard function professionally and efficiently by ensuring all incoming calls, visitor communications, and related administrative processes are handled in accordance with established standards. The role contributes to a positive customer experience by maintaining service excellence, accurate communication, and effective information management. As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

Duties & Responsibilities:
Operational Delivery Manage the switchboard and ensure continuous coverage during operating hours. Answer incoming calls within three rings using the approved company greeting. Return missed calls promptly and minimize unanswered calls. Handle an average of approximately 600 calls per day while maintaining service quality. Accurately record and relay messages to the appropriate individuals within agreed timeframes. Review visitor and client arrivals daily. Maintain and update company directories, including movers, leavers, and new joiners. Assist with office administration requirements as requested. Customer Focus Deliver professional, courteous, and customer-focused service to internal and external stakeholders. Respond to customer enquiries, concerns, and service requests efficiently. Resolve customer queries timeously or escalate where necessary. Support customer satisfaction initiatives and surveys. Build positive working relationships with clients, colleagues, and service teams. Contribute to continuous improvement of operational processes and service delivery. Manage conflict professionally and constructively. Reporting and Administration Update and maintain all relevant records and documentation. Prepare and submit reports when required. Ensure accuracy and confidentiality of information and records. Compliance and Governance Adhere to company policies, procedures, and standards. Comply with Safety, Health, Environmental and Quality (SHEQ) requirements. Uphold company ethical standards and values. Support sustainability initiatives and other duties assigned by management. Demonstrate flexibility in undertaking tasks beyond those specifically listed in the job profile when required.

Skills and Competencies:
Proficient in Microsoft Office Suite. Switchboard and telephony systems knowledge. Excellent verbal and written communication skills. Strong customer service orientation. Record keeping and reporting skills. Conflict management skills. Time management and organisational skills. Good follow-up and attention to detail. Ability to maintain confidentiality.

Qualifications:
Qualifications Grade 12 (Matric) – Non-negotiable. Computer literacy. Secretarial or Telephonist Certificate/Diploma. Experience Minimum of 2 years' experience in a switchboard, reception, customer service, or similar environment.