Switchboard operator
でんわこうかんしゅ
Industry & Occupation
Classification
Summary
An occupation that receives internal and external telephone calls within companies or organizations and performs appropriate transfers to the relevant parties, message recording, etc.
Description
Switchboard operators handle calls to the company's representative number or internal extensions by operating automatic switchboards or PBX systems to transfer them to the appropriate staff members. They also accurately record and relay message contents, and manage telephone directories and call logs. Responses in line with business etiquette are required, and they sometimes handle urgent information transmission or complaints. In recent years, the combined use with automated voice response systems has increased, but human operators remain essential for responses requiring delicate consideration.
Future Outlook
Demand is declining due to the spread of AI voice response and automatic switching systems. However, a certain demand remains in situations requiring hospitality or advanced response techniques.
Personality Traits
Able to respond calmly / Attentive / Good listener / High accuracy / Polite and courteous
Work Style
Contract employee / Full-time employee / Part-time / casual / Shift
Career Path
Call center operator → Reception/Secretary → General clerical → Supervisor/Team leader
Required Skills
Basic PC operation / Customer information management / Listening skills / PBX operation / Telephone handling
Recommended Skills
Business communication qualification / OA equipment operation / Secretary qualification / Stress management
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Immediate response to diverse inquiry situations is necessary. |
| Attention to Detail & Accuracy | Small mistakes can lead to message misdelivery or complaints. |
| Communication Skills | Clear and polite speech as well as accurate listening are required. |
| Stress Tolerance | High concentration is required for telephone handling, and stress is significant during complaint responses. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Analytical & Logical Thinking | Complex analysis is minimal, with routine tasks at the center. |
| Creativity & Ideation | Routine responses predominate, with few new ideas generated. |
| Numerical & Quantitative Analysis | Almost no tasks requiring numerical analysis. |
| Physical Stamina & Endurance | Mainly seated desk work with low physical burden. |
Aliases
- Switchboard operator
- Telephone operator
Related Jobs
- Call center operator
- Customer support
- Receptionist
- Secretary