Switchboard Operator at Momentum Metropolitan Holdings Limited

Role Purpose    

• Answering incoming calls and re-directing to the correct person and/or Company.  Assisting with inbox and responding to emails and assisting with emails to redirect them to the correct binder holder or internal department. To deliver world class service and be a brand ambassador for the Guardrisk Group.

Requirements    

• Computer literacy essential (Word/Excel/Outlook)
• Must present a professional image
• Excellent communication (verbal & written) interactive skills
• Be able to work under pressure
• A passionate team player
• Must display sound planning & organizing skills
• Able to display tact, diplomacy & empathy
• Sound problem solving skills and ability to take ownership for problems
• High stress tolerance levels

Duties & Responsibilities    

• This role is responsible for the daily answering of calls to the Guardrisk switchboard number.  Calls are to be answered efficiently and clients are to be assisted timely in a friendly manner.
• Calls to be re-directed to relevant person, department or Cell Captive.  Any opportunity where a client can be assisted directly by the operator must be done to achieve first call resolution.
• Assisting with the booking of meeting rooms.
• Ensuring clients are always treated with care and that calls are answered as quickly as possible.
• To assist with inbox and to respond to clients, or to redirect emails to the correct binder holder or to an internal department.
• All emails/queries must be responded to within 8 working hours.
• Attending to ad-hoc tasks/Projects when required.

Additional Responsibilities

• Proactively and successfully build relationships with key planners and internal departments.
• Keeping of records and tracking of enquiries.
• Gathering of required information in order to resolve queries.
• Representing and promoting Guardrisk at all times.
• Working actively with support areas to achieve service standards.

Competencies    

• Under limited supervision, coordinates and performs a professional service in listening and adhering to client requests for assistance.  Ensures clients are treated in a friendly and timely manner and that calls are answered as quickly as possible.  Where a call cannot be transferred at time of call, full details to be taken down and the respective person to be emailed for resolution.
• Responding to emails and to redirect these to the correct binder holder and/or internal department. To have a good understanding of the internal binder holder base (full training will be provided).

Knowledge, Skills and Abilities

• Knowledge of the business practices and procedures of cell captives.
• Knowledge of cell captive information so the client can be referred to the correct cell captive.  
• This information relates to policy number layout, contact number(s) and contact email address.  
• Being aware who to refer clients to internally is very important.  
• Updating the ‘Switchboard Manual’ with new details when they become available to better identify to which Administrator (or Cell Captive) a client belongs.

Client Service Delivery

• Uses knowledge of products (of Cell Captives) to secure end-to-end finalization of all customer interactions.
• Facilitates problem solution across organizational boundaries. Able to identify issues for correction.

Personal Effectiveness

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Relationship Building

• Owning the relationship with selected intermediaries.
• Developing and maintaining effective working relationships with external and internal clients.
• Personal interaction when liaising with Clients/ Intermediaries.

Specific KPA’s

• Keeping abreast of developments within Guardrisk.
• The ability to access and integrate information quickly.
• Handling of extraordinary cases/ situations.
• Responsible for point of contact resolution process for the business and liaising with other business units where necessary to finalize customer requests/complaints.
• Supports and participates in the continuous improvement of the business.

Closing Date    

• 2026/04/06