Company Announcement - “Front line staff is of the utmost importance for any business because they are the face and voice of the company,” confirms Atlas Copco South Africa Corporate Communications Manager, Kgothatso Ntsie.

Visitors entering the reception area at Atlas Copco House in Jet Park, Johannesburg, are welcomed with a warm smile and callers are greeted with a friendly voice on the switchboard. “Customers come first at Atlas Copco and first impressions last a life time so I cannot stress enough how crucial the role of our three receptionists, Precious Dube, Deborah Kolobe and Bongani Ndlovu is,” continues Kgothatso. “With a combined employment of 21 years at Atlas Copco, they make a massive contribution to our organisation as Atlas Copco’s front line soldiers.”

Atlas Copco is a massive organisation, providing sustainable productivity solutions that include compressors, vacuum solutions and air treatment systems, construction and mining equipment, power tools and assembly systems and services. This means not only an extremely busy switchboard but also a reception area which on most days resembles a beehive with customers, suppliers, couriers and employees moving in and out of the reception area. “There are two switchboard operators who field some 300 calls a day, keeping the third receptionist free at all times to receive visitors. “These roles are then rotated to keep the job varied and interesting; our front liners remain passionate in what they do so that each caller on the phone and each visitor to our reception is made to feel important and welcome.”

“Atlas Copco’s reception area represents the culture of the company showing all visitors who we are as an organisation,” continues Kgothatso. Once visitors have been assisted by a friendly, helpful receptionist they can enjoy the company’s comfortable welcoming reception area which is comfortably furnished and includes a refreshment station, reading material as well as an information platform on a LCD TV.

A successful front line staff member should have an approachable appearance, a positive attitude and a friendly telephone manner with excellent language, listening and communication skills, ideally someone who can take the initiative and who is at ease with welcoming visitors and answering phone calls. Bongani, Deborah and Precious agree that it is important for a receptionist to also possess people skills, to always be friendly and helpful, and to be a professional in communicating both internally and externally.

“First contact in conveying the image, service and product of the organisation stands as the highest commitment,” says Precious, adding that “you also have to be a passionate team player.” “And you have to be able to handle pressure,” says Deborah. “It is also extremely important to have good knowledge about Atlas Copco to be able to assist any visitor with enquiries,” comments Bongani who explains that it is important to have a thorough understanding of the business products, areas and its divisions “because customers expect you to know who the right person is to see or speak to for assistance.” He believes that creating a positive environment adds value. “I am understanding, humble and have respect for people.

I also know everyone in the building which helps me direct calls to the right person or provide the necessary information to visitors.

It’s easy to identify the most rewarding part of my job – it’s giving the best service possible to all customers; keeping them happy makes me happy.” Precious and Deborah agree that having a customer thank you for helping them gives one a wonderfully rewarding feeling.

Employees are considered the company’s most important assets and Atlas Copco presents a rewarding environment where people in all positions can develop and grow. “And this of course also holds true for our three front liners. We value their dedication, commitment and professionalism and we recognise and appreciate the fundamental role they play in contributing to the growth, development and future success of Atlas Copco South Africa,” concludes Kgothatso.