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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
4
Clerical Support Workers
Sub-Major Group
42
Customer Services Clerks
Minor Group
422
Client Information Workers
Unit Group
4223
Telephone Operators
Minor Unit Group
MASCO Code
4223-01
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Telecommunications Service Operator operates and monitors telecommunication systems to ensure continuous and reliable communication services. The role manages incoming calls, gathers and records relevant information, routes calls appropriately, and maintains accurate call records, while also troubleshooting system issues and providing basic technical support to users. They help to minimise service disruptions and maintain the overall quality and efficiency of communication networks.
Tasks
Operate switchboards and telecommunication consoles to manage incoming, outgoing, and transferred calls.
Receive, connect, and route calls efficiently for staff and clients.
Respond to telephone inquiries and accurately record and forward messages.
Monitor telecommunication equipment and systems and report any irregularities to the technical team.
Maintain and update service logs, call records, and related documentation accurately.
Identify and report telecommunication system faults or service disruptions to the technical team.
Provide basic user assistance for telecommunication services and refer technical issues when required.
Follow operational procedures and service quality standards in telecommunication operations.
Skills
Basic
Ability to work under pressure and manage high call volumes efficiently.
Attention to detail in handling calls, information, and system records.
Basic technical aptitude and computer proficiency to operate telecommunication systems.
Critical thinking and problem-solving skills to resolve service issues effectively.
Good verbal communication and active listening skills to interact clearly with customers.
Specific
Ability to coordinate with technical and maintenance teams on service issues.
Basic network troubleshooting and problem-solving.
Knowledge of safety and operational procedures in telecommunication operations.
Knowledge of telecommunication systems, protocols, and network equipment.
Proficiency in accurate and efficient data entry.
Proficiency in maintaining service logs and technical records.
Proficiency in operating switchboards and telecommunication devices.
Proficiency in telephony software and related communication system applications.
Additional Info
QUALIFICATION
Sijil Pelajaran Malaysia (SPM) or Equivalent
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