Telephony Services Operator

1 week ago

Canberra, Australia Evolve FM Pty Ltd Full time

**About Evolve FM...**

**Evolve FM** is the only 100% Indigenous owned full-service property and integrated facilities management company in Australia and is Australia’s only Indigenous property services provider under the whole of Australian Government property services arrangement. With a vision of “Equity through Opportunity”, Evolve FM seeks to use the medium of first-class property services to provide employment and economic opportunities for Australia’s first peoples, while being open to employees of all backgrounds and aspirations.

Evolve FM is an inclusive, welcoming, flexible, and empathetic workplace where you can bring your whole self to work and balance your commitments and responsibilities outside work.

Our innovative approach and service quality were recognised in the ACT Telstra Business Awards, where we were awarded the ACT Winner for Indigenous Excellence.

Evolve FM is a Supply Nation Certified Supplier, NSWICC Member as well as having obtained ISO certification in 9001:2015, 14001:2015, 45001:2018 and we are always looking for great people to join our team.

The role involves professionally managing incoming calls during business hours, ensuring efficient call transfers and providing basic information or message-taking as needed. It also requires delivering outstanding customer service, maintaining a friendly phone manner, and calmly handling challenging callers prior to transferring them to the appropriate department.

**Main Duties**
- Operate between 8:30am and 5:00pm, Monday to Friday in managing the all the incoming calls
- Promptly and professionally answer and manage incoming calls.
- Efficiently transfer calls to the appropriate area or individual.
- Provide basic information or accurately record and relay messages when required.
- Demonstrate excellent communication skills with a professional and friendly phone manner.
- Handle multiple incoming calls simultaneously, ensuring no calls are missed or delayed.
- Conduct both warm and cold call transfers smoothly and professionally.
- Deliver exceptional customer service to all callers.
- Attempt to de-escalate emotional and/or frustrated callers before warm transferring the call to a departmental contact.

**Experience**
- Attention to detail when transferring calls and taking messages.
- Ability to remain calm, composed, and professional in a fast-paced environment.
- Ability to de-escalate emotional and/or frustrated callers.
- Previous experience in a customer service or call-handling role (desirable, but not mandatory).
- Hold and maintain the baseline Security Clearance

**Preferred Skills**
- Strong organisational skills with the ability to efficiently manage high call volumes.
- Familiarity with Webex and Microsoft Teams is beneficial, though training will be provided where required.

**Job Type**: Part-time

Pay: $60,000.00 - $80,000.00 per year

Work Location: In person

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