Job Title: Front Desk Officer
Organisation: Airtel
Duty Station: Kampala,
Uganda
Uganda
About Airtel:
Airtel was
launched in Uganda in 1995 and is Uganda’s most innovative mobile phone
operator, which has introduced many “firsts” in the telecommunication sector
such as: Pre-paid plans, Post-paid plans, International roaming, Dedicated
customer care, One rate to all networks, Fax and Data, Call forwarding, Per
second billing, Freedom Forever and Mobile Top up. Airtel in Uganda is a great success story in
Uganda. Our customer base has grown tremendously – so has our coverage – and
our service quality is unsurpassed in the market.
launched in Uganda in 1995 and is Uganda’s most innovative mobile phone
operator, which has introduced many “firsts” in the telecommunication sector
such as: Pre-paid plans, Post-paid plans, International roaming, Dedicated
customer care, One rate to all networks, Fax and Data, Call forwarding, Per
second billing, Freedom Forever and Mobile Top up. Airtel in Uganda is a great success story in
Uganda. Our customer base has grown tremendously – so has our coverage – and
our service quality is unsurpassed in the market.
Key Duties and Responsibilities:
·
The Front Desk Officer will cordially receive and
forward incoming calls to the appropriate officers/managers in accordance with
Customer Care quality standards
The Front Desk Officer will cordially receive and
forward incoming calls to the appropriate officers/managers in accordance with
Customer Care quality standards
·
Continually tests the general lines to confirm
availability
Continually tests the general lines to confirm
availability
·
Prepare and send reports of unavailable lines to the
IT support team for action
Prepare and send reports of unavailable lines to the
IT support team for action
·
Updates the in-house phone directory on a regular
basis
Updates the in-house phone directory on a regular
basis
·
Cordially welcomes visitors, identifies their needs
and handle them in line with company guidelines
Cordially welcomes visitors, identifies their needs
and handle them in line with company guidelines
·
Informs the concerned employee, secures admission
and refers admitted visitors to security
Informs the concerned employee, secures admission
and refers admitted visitors to security
·
Directs admitted guests to the relevant office
Directs admitted guests to the relevant office
·
The Front Desk Officer will be charged with checking
that the chairs, door mats, floor and windows are clean
The Front Desk Officer will be charged with checking
that the chairs, door mats, floor and windows are clean
·
Checks that the blinds are clean and drawn
Checks that the blinds are clean and drawn
·
In charge of management of the reception desk by
ensuring that handsets, keyboard, books and files are clean and organized
In charge of management of the reception desk by
ensuring that handsets, keyboard, books and files are clean and organized
·
Ensures availability of drinking water and
disposable cups for use by the customers and guests
Ensures availability of drinking water and
disposable cups for use by the customers and guests
·
Adhere sto the Customer Care code of conduct in
regard to professional conduct and dress code
Adhere sto the Customer Care code of conduct in
regard to professional conduct and dress code
·
Receives and record letters, parcels and invoices
that are delivered to the front desk and sort them by department
Receives and record letters, parcels and invoices
that are delivered to the front desk and sort them by department
·
Responsible for receiving and distributing mail to respective departments twice a day and
secure sign off from the respective Officer
Responsible for receiving and distributing mail to respective departments twice a day and
secure sign off from the respective Officer
·
Maintains records of letters/parcels and invoices
received
Maintains records of letters/parcels and invoices
received
·
Stores documents and equipment under her/his care in
a secure manner
Stores documents and equipment under her/his care in
a secure manner
·
Prepare and submit weekly reports on reception
activities to Customer Care Management team
Prepare and submit weekly reports on reception
activities to Customer Care Management team
·
Receives and registers the court order from the
police investigators and check for the court seal or magistrate’s stamp and
signature
Receives and registers the court order from the
police investigators and check for the court seal or magistrate’s stamp and
signature
·
Sends the court orders to the legal department for
authorization
Sends the court orders to the legal department for
authorization
·
Upon authorization, prints and provides call records
to the respective police investigator
Upon authorization, prints and provides call records
to the respective police investigator
·
Ensures that the police investigators acknowledge
receipt and leaves behind original court documents
Ensures that the police investigators acknowledge
receipt and leaves behind original court documents
Qualifications, Skills and
Experience:
Experience:
·
The Airtel Front Desk Officer should preferably hold
a Diploma in Public Relations or Front Desk operations
The Airtel Front Desk Officer should preferably hold
a Diploma in Public Relations or Front Desk operations
·
At least a year or relevant experience in Front Desk
operations
At least a year or relevant experience in Front Desk
operations
·
Exhibit commitment to providing exceptional customer
service
Exhibit commitment to providing exceptional customer
service
·
Passion for customers and the customer experience
Passion for customers and the customer experience
·
Able to operate in a performance driven organization
Able to operate in a performance driven organization
·
Culturally aware
Culturally aware
·
Fluent in English and/or French at business level
Fluent in English and/or French at business level
·
Strong customer focus
Strong customer focus
·
Good problem solving skills
Good problem solving skills
·
Excellent interpersonal skills
Excellent interpersonal skills
·
Sets high personal standards and is goal oriented
Sets high personal standards and is goal oriented
·
Excellent communications skills, both oral and in
written
Excellent communications skills, both oral and in
written
How to Apply:
All suitably qualified candidates should send their
applications by clicking on this link.
applications by clicking on this link.
Please upload
the following in your application; an updated CV / resume (PDF or Word Format)
which should include your contact information and three work related references
and a one page statement describing your suitability for the role should be
included.
the following in your application; an updated CV / resume (PDF or Word Format)
which should include your contact information and three work related references
and a one page statement describing your suitability for the role should be
included.
Deadline: 14th August 2015
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