The role of a Telephone Operator at PEPCO (Pakistan Electric Power Company) primarily involves managing phone calls, directing inquiries, and providing basic information to callers. The position requires excellent communication skills, a calm demeanor, and the ability to handle multiple calls efficiently. Below are the typical criteria and responsibilities for the position of Telephone Operator at PEPCO:

Job Designation

Telephone Operator

BPS

12

Provincial Job Quota

Punjab (15) Sindh (8) KPK (7) Baluchistan (8)

Provincial Job Quota Status

Open Merit

Mandatory Qualification

Intermediate or Equivalent (minimum 2nd division)

Professional Certification/Course

Fresh (experience will be preferred)

 Other Expertise:

Not Mandatory

Eligible Gender for this Job

Male, Female & Transgender

Age

18-36 Years (Five Years Age Relaxation Included)

Place of Posting

Throughout Pakistan

Last Date to Apply

16 October 2024

Responsibilities under Desired Job

Call Handling:

Operate a telephone switchboard system to handle incoming and outgoing calls efficiently.

Answer calls promptly and direct them to the appropriate department or individual within PEPCO.

Customer Interaction:

Provide basic information to callers regarding PEPCO services, billing inquiries, or office hours.

Record and forward messages accurately to the concerned staff when they are unavailable.

Call Logging:

Maintain a log of incoming and outgoing calls, including the caller's name, department contacted, and reason for the call.

Keep records of missed calls and ensure they are followed up.

Directing Inquiries:

Identify the nature of the call and direct it to the relevant department (e.g., billing, consumer complaints, or technical support).

Handle general inquiries about power outages, service issues, or other consumer concerns.

Customer Service:

Assist callers with basic queries and provide information about procedures (e.g., how to apply for new connections, file complaints, or request billing information).

Maintain a polite and professional tone when speaking with consumers and staff.

Switchboard and Communication System Maintenance:

Ensure that the telephone equipment is in proper working condition.

Report any technical issues with the phone system to the relevant department for timely repair or maintenance.

Coordination with Internal Departments:

Liaise with different PEPCO departments to ensure that calls are directed to the correct individuals.

Provide support in case of urgent communication needs within the organization.

Office Support:

Assist the front desk with visitor management and coordination if needed.

Help maintain communication flow between departments by relaying important messages.

Emergency Handling:

Manage and redirect emergency calls or high-priority calls efficiently.

Notify relevant authorities or departments in case of critical situations, such as power outages or technical failures.

Confidentiality and Compliance:

Maintain confidentiality of all internal communications and consumer information.

Adhere to PEPCO policies and protocols related to telephone and communication systems.

Key Competencies:

Communication Skills: Ability to speak clearly and professionally over the phone.

Multi-tasking: Manage multiple lines and calls simultaneously.

Problem-Solving: Handle caller inquiries and route them to the appropriate department or staff member.

Organization: Maintain detailed call logs and messages accurately.

Customer Service Orientation: A helpful and courteous attitude toward both internal staff and external callers.

General Terms and Conditions

These contract positions offer competitive remuneration. Male, Female, and Transgender applicants from the listed provinces can apply. Candidates can apply for multiple positions by paying separate fees. Appointments will be made through oRea-Pakistan's Screening Test under the Recruitment Policy 2022. Age is calculated as of the application deadline, with a 5-year upper age limit relaxation per Service Rules. Government employees should apply through proper channels. No TA/DA for tests or interviews.

Procedure for Submission of Application Form

Apply online at www.oreapak.com. Pay the test fee using the 18-digit invoice number via Bank ATM, Internet/Mobile Banking, Easypaisa, Jazzcash, or TCS Express. Only 1Bill payments accepted. Incomplete or late applications won't be considered. Test dates will be notified to shortlisted candidates via oRea-Pakistan. A minimum of 50% marks in the test is required to qualify. The appointing authority may set a higher threshold if needed.

The Telephone Operator at PEPCO plays an important role in managing communication between the public and the organization. This position demands excellent verbal communication, strong organizational skills, and a customer-oriented approach to ensure smooth and efficient phone operations.