WebsiteMinistry of Foreign Affairs and Foreign Trade
The Ministry of Foreign Affairs and Foreign Trade invite applications from suitably qualified individuals to fill the following vacant post:
Telephone Operator (OPS/TO 2)
Job Purpose
Under the direct supervision of the Office Manager, the incumbent has responsibility for the operation of the PBX Electronic/Digital Switchboard at the Head Office. The incumbent is also responsible for providing efficient and timely telephone services to the staff of the Ministry and the general public.
Key Responsibilities
Places and receives local and long distance telephone calls through the Switchboard and connects calls to appropriate extensions. Makes contact with Jamaica’s Diplomatic Missions and Consulates overseas on a regular basis;
Deals with routine queries for information from the public;
Screens incoming calls from persons requesting classified information. Consults with supervisor, if necessary, before routing calls to the appropriate officer;
Screens calls for the Minister, Permanent Secretary, Under Secretaries and other officers in the Ministry;
Provides alternative routing for urgent calls, if appropriate officer is not available;
Files Telephone Authorization Slips. Checks telephone bills to ensure that long distance calls placed have been authorized and noted in the Telephone Register and to ensure that charges for the various calls are registered;
Certifies telephone bills for payment by verifying actual (local and overseas) calls recorded on the Ministry’s trunk lines;
Responds as required to any audit query that might arise in relation to telephone calls;
Assists in the preparation and maintenance of an Internal Directory of Switchboard extensions;
Reports technical faulty extensions and telephone lines to the relevant authorities. Ensures that follow-up action is taken to repair reported technical faults;
Performs any other duties assigned from time to time.
Required Knowledge, Skills and Competencies
Organizational awareness – basic knowledge of the Ministry’s programmes and responsibilities
Good working knowledge of the operation of a PBX electronic/digital system
Good working knowledge of telephone techniques
Strong customer service orientation
Good interpersonal skills. Incumbent should be pleasant, courteous and patient.
Good speech and voice modulation. A clear, pleasing voice and good hearing are important
Good listening skills
Good eye-hand co-ordination and manual dexterity
Ability to work under pressure
Good reading, spelling and arithmetic skills
Minimum Required Qualification and Experience
School Leaving Certificate. Passes in four (4) CXC subjects including English Language or equivalent;
Training in the use of the PBX Electronic/Digital Switchboard;
Certificate in Telephone Techniques;
Previous working experience as a telephone operator would be an asset.
Special Conditions Associated with the Job
The job of a Telephone Operator requires little physical exertion. During peak calling periods, however, the pace at the switchboard may be hectic. An Operator’s work is generally quite repetitive, and the Operator must sit for long periods.
