Switchboard Operator at Kenyatta University Teaching, Referral & Research Hospital

Ref: DCASS0/KUTRRH/12

Department: Hospital Administration

Section/Unit: Public Relations and Customer Services

Reports to: Senior Administrator

Job Purpose

Reporting to the Customer Relations Officer, the Telephone Operator job exists to provide telephone operations services by operating the telephone switchboard at the KUTRRH.

Responsibilities

• Ensure cleanliness, tidiness and orderliness in the telephone switchboard of the hospital.
• Receive all external telephone calls to the hospital and redirect them to the appropriate recipients in the hospital.
• Ensure all telephone consoles are manned properly in the hospital.
• Ensure proper use of telephone to minimize cost of telephone bill in the hospital.
• Ensure customers are well attended to promptly and courteously by phone in the hospital.
• Liaise with Engineers/Technicians on maintenance of telephone exchange equipment in the hospital.
• Liaise with accounts section on payment of telephone bills and purchase of calling cards in the hospital.
• Interrupt busy lines if an emergency warrants in the hospital.
• Keep records of calls placed and received, and of the related toll charges, every day in the hospital.
• Update hospital telephone directory information for easier and convenient contacts in the hospital.
• Listen to customer requests, to answer questions and provide telephone information in the hospital.

Qualifications

• Diploma in Telecommunication, Business Administration or its equivalent from a recognized Institution.
• At least three years working experience as a Telephone Operator in a busy organization.
• Ability to operate the switchboard
• Good knowledge of hospital products
• Fluent in spoken English and Kiswahili
• Knowledge of professional standards
• Computer Literate
• Customer Service skills

Soft skills required for the job:

• Good communication skills
• Ability to multitask
• Organizational skills
• Listening skills
• Analytical skills
• Courteous
• Ability to work under pressure