Telephone Operator (12h/week)

Telephone Operator (12h/week)

Beskrivning av arbetsuppgifter:

Provide general information to the public on a multitude of topics but especially on United States visa regulations and application procedures.
Answer and screen incoming calls to the Embassy switchboard and direct and/or refer them in a polite and efficient manner to the various Embassy sections, other US Embassies and to other Swedish and American societies and organizations.


Beskrivning av kvalifikationer:

All applicants must address each selection criterion detailed below with specific and comprehensive information supporting each item.

a. Education Completion of Secondary School

b. Prior Work Experience: 2 years experience in a reception or customer service position

c. Post Entry Training: It is essential that the jobholder is trained on the organizational structure of the Embassy, the names of people working in the Embassy and is abreast of Embassy events in order to assist callers to the fullest. It is essential that the jobholder is trained on US Visa regulations and application procedures. The jobholder must be trained on utilizing the Nortel Meridian switchboard sets.

Operator must be trained on the procedures for handling bomb threats, crank calls, and fire and terrorist emergencies.

d. Language Proficiency: Level 4 (Fluency) Speaking/Reading/Writing Swedish is required.
Level 4 (Fluency) Speaking/Reading/Writing English is required.

e. Job Knowledges: An understanding of the United States and Swedish society and its organizations.

A working knowledge of computer applications including Word, Outlook and Internet Explorer

f. Skills and Abilities: The jobholder must possess tactful people skills. The Telephone Operator is almost always the first point of contact with the public and often has to handle callers who are irate due to time restrictions or lack of feedback regarding their visa application. The Telephone Operator must skillfully handle these and other callers in a professional manner. Occasionally the Telephone Operator must tactfully and professionally answer to terrorist threats.

The incumbent must also have the ability to develop procedures on how to handle caller's questions and the ability to develop innovative methods in order to streamline the feed back process and answer to Frequently Asked Questions (FAQs).