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1. Main Function of the Role

The Receptionist serves as the first point of contact for customers and visitors, ensuring a professional, welcoming, and efficient experience. This role also includes administrative and cashiering duties, as well as supporting various departments with organizational and operational tasks.

 

2. Key Performance Areas

A. Reception / Relief Cashier / Job-Cards

• Answer incoming calls professionally and redirect them to appropriate staff members.
• Manage customer queries and provide accurate messages for follow-ups.
• Attend to customers, direct visitors, and maintain a courteous demeanor.
• Operate as a relief cashier by recording invoices, credit notes, receipts, and processing refunds.
• Perform daily cash-ups, money drops, and float counts accurately and timeously.
• Process job-cards and provide cost reporting for the Technical Department.

Key Indicators:

• Calls answered and redirected politely and efficiently.
• Visitors correctly directed and attended to promptly.
• Accurate cash-ups and adherence to procedural standards.

B. Customer Service

• Greet visitors and customers warmly, either in person or over the phone.
• Maintain an up-to-date directory to direct visitors accurately.
• Ensure a professional image of the company at all times.

Key Indicators:

• Friendly and professional customer interactions.
• Accurate redirection of customers to appropriate employees.

C. Administration

• Type correspondence and prepare reports as needed.
• Book travel arrangements and provide information to travelers.
• Organize and maintain confidential filing systems.
• Calculate and report staff overtime and distribute telephone accounts.
• Handle correspondence and assist with compiling reports or tender documents.

Key Indicators:

• Travel arrangements and data capture performed accurately and promptly.
• Filing systems maintained in an organized and up-to-date manner.
• Effective document distribution and mail handling.

D. Housekeeping

• Maintain a tidy and professional reception area at all times.

Key Indicators:

• Workstation and reception area are consistently clean and organized.

E. General Duties

• Prepare beverages for executive meetings.
• Assist with stock takes and other projects as needed.
• Adhere to Health & Safety regulations, promptly reporting hazards.

Key Indicators:

• Health & Safety protocols followed.
• Customer satisfaction achieved through service excellence.

 

3. Qualifications and Experience

• Education: Grade 12 or equivalent qualification.
• Experience:
  • Minimum 2 years of experience in reception, cashiering, or administrative roles.
  • Experience in customer service and handling confidential documentation preferred.
• Technical Proficiency:
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • Experience with telephone switchboards and cash-handling systems.

 

4. Skills and Attributes

Skills:

• Excellent verbal and written communication.
• Strong organizational and multitasking abilities.
• Data capturing and reporting accuracy.
• Proficient in record-keeping and filing.

Attributes:

• Professional demeanor with excellent interpersonal skills.
• Friendly, approachable, and customer-focused.
• Attention to detail and ability to handle confidential matters.
• Ability to work under pressure and maintain a positive attitude.
• Commitment to service excellence and teamwork.

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