Telephone Operator (Level 3)

CAREER OPPORTUNITY

 

The Real Estate Board invites applications from suitably qualified persons to fill the following post that is to be assigned to the upcoming Real Estate Authority of Jamaica (REAJ):

 

Telephone Operator (Level 3)

Vacant – (Temporary One-year Contract)

Salary Range: $ 1,511,428 per annum

 

Job Purpose

 

The Telephone Operator is responsible for providing efficient, courteous and timely telephone support to clients and other stakeholders of the Real Estate Board/Commission of Strata Corporations (REB/CSC). 

 

The Telephone Operator will support the entity’s call queues, including Front Desk, Licensing and Applications, and the Commission of Strata Corporations, and will be deployed across these queues based on call volumes and operational requirements. 

 

The officer is expected to contribute to improved telephone accessibility, reduce abandoned and unanswered calls, and the delivery of a consistently high standard of customer service. 

Key Responsibilities

Provides Telephone and Customer Service Support

• Answer incoming telephone calls promptly, professionally and courteously.
• Provides accurate general information to clients regarding the services, processes, and requirements of the REAJ.
• Responds to routine enquiries based on approved information, procedures, frequently asked questions, service standards, and other guidance provided by the relevant functional areas.
• Direct and transfers calls to the appropriate officer, department or functional area where further assistance is required.
• Ensure that callers are not unnecessarily transferred between departments and seek guidance where the appropriate referral point is unclear.
• Takes accurate messages and ensures that they are promptly communicated to the relevant officer.
• Provides clients with appropriate contact information and guidance on available service channels, where applicable.
• Maintains a courteous, professional and helpful approach when interacting with clients, including clients who may be dissatisfied or experiencing difficulty accessing services.
• Escalates complex, sensitive or unresolved enquiries to the appropriate officer or supervisor.

Supports Call Queue Operations

• Provides coverage across the Front Desk, Licensing and Applications, and Commission of Strata Corporations call queues, based on operational requirements and call volumes.
• Monitors assigned call queues and remains available to receive calls during designated periods.
• Supports the maintenance of adequate telephone coverage during lunch periods, staff absences and periods of increased call volumes.
• Use the approved telephone/call centre system and associated technology in accordance with established procedures.
• Accurately selects or records call statuses, categories, dispositions and other required information within the telephone system.
• Minimizes unnecessary use of unavailable, away, do-not-disturb or similar statuses during assigned call coverage periods.
• Reports telephone system issues, recurring client complaints, and service delivery challenges to the supervisor in a timely manner.

Maintains Customer Service Records and Information

• Records relevant information relating to calls, enquiries, complaints and referrals as required.
• Assists with maintaining call logs and other customer service records.
• Assists with the compilation of information required for call centre and customer service reports.
• Identifies frequently occurring enquiries and brings these to the attention of the supervisor to support improvements in client information and service delivery.
• Maintains the confidentiality of client and organizational information obtained in the course of duties.

 

Other Duties and Responsibilities

• Provides relief telephone and reception support as required. 
• Assists with general customer service and administrative duties during periods of lower call volumes. 
• Participates in relevant training, coaching and briefing sessions to maintain current knowledge of the services and processes of the REAJ. 
• Maintains up-to-date knowledge of information provided by the functional areas necessary to respond to routine client enquiries. 
• Adheres to established customer service standards, operational procedures and service level requirements. 
• Performs any other related duties within the scope of the position as directed.

Authority

The Telephone Operator will report to the Customer Service Supervisor. 

The officer will provide operational support across the Front Desk, Licensing and Applications, and Commission of Strata Corporations call queues and will work with the relevant supervisors and managers to ensure that accurate information is provided to clients. 

Required Competencies

• Excellent verbal communication and telephone etiquette. 

• Strong customer service orientation and interpersonal skills. 

• Ability to communicate information clearly, accurately and professionally. 

• Good listening and questioning skills. 

• Ability to remain calm, courteous and professional when dealing with difficult or dissatisfied clients. 

• Ability to manage multiple calls and enquiries in a fast-paced environment. 

• Ability to follow established procedures and appropriately escalate matters outside the scope of the position. 

• Good organizational and time management skills. 

• Basic computer literacy and ability to use telephone/call centre systems and Microsoft Office applications. 

• Ability to learn and retain information relating to the services and processes of the REAJ. 

• Ability to work effectively as part of a team and provide support across different functional areas. 

• Good judgement, discretion and respect for confidentiality. 

• Reliability, punctuality and a strong sense of responsibility. 

Qualification & Experience

Qualifications

• Four (4) CXC/CSEC subjects at Grades 1–3 or four (4) GCE O’Level subjects, including English Language. 

Training

• Training in customer service techniques. 

• Training in switchboard/telephone operating techniques. 

Experience

• A minimum of two (2) years’ experience in a similar position, preferably in customer service, switchboard, telephone operator, reception or call centre environment. 

Additional Assets

• Experience handling a high volume of incoming telephone calls. 

• Experience using computerized telephones switchboard or call centre systems. 

• Basic proficiency in Microsoft Office applications and other relevant computer applications. 

Application and Deadline: 

 

Applications should be made online no later than Tuesday, October 20, 2026, via https://rebcsc.bamboohr.com/jobs. 

 

We thank all applicants for their interest. However, only short-listed candidates will be contacted.