Call Center Agent

Reporting to the Restaurant Manager, the Call Centre Agent is responsible for handling calls related to customer inquiries, orders, promotions, and complaints for a restaurant.

This role is vital for delivering outstanding customer service and ensuring a positive resolution to customer complaints and inquiries.

KEY ACCOUNTABILITIES

OPERATIONAL

1. Answer all incoming customer calls in a professional and efficient manner.
2. Confer with customers by telephone to provide information about products, take or enter orders, cancel orders, or obtain details of complaints.
3. Forward customer orders to the relevant branches in a timely and efficient manner.
4. Create customer records and fill the necessary contact details and customer information into the company's database.
5. Educate the customer on our product range and offer a variety of products to clients.
6. Sell additional products by recognizing opportunities to up-sell accounts; explaining new menu items/products to enhance revenues.
7. Provide order status updates; follow up and coordinate with branches and delivery drivers on late/pending orders.
8. Data entry and keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
9. Resolve customers' service or billing complaints by performing activities such as exchanging products, refunding money, or adjusting bills.
10. Check to ensure that appropriate changes were made to resolve customers' problems.
11. Prepare change of address records or issue service discontinuance orders.
12. Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
13. Establish rapport and healthy communication with customers for customer retention; regularly make service/quality-enhancement recommendations to management.
14. Conduct follow-up calls on a daily basis during off-peak hours to regular customers and report feedback to management.
15. Process online customer orders and reply to customer emails in a timely manner.
16. Attend weekly customer service team meetings.
17. Attend all product-training sessions.
18. Comply with all company procedures and policies.

Desired Candidate Profile

• High school diploma or equivalent required, bachelor's degree preferred.
• Previous experience in a call center or customer service role preferred.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Ability to remain calm and professional in stressful situations.
• Proficiency in using call center software and computer systems.
• Ability to multitask and manage time effectively.
• Strong attention to detail and accuracy.
• Empathy and patience when dealing with customers.
• Flexibility to work in shifts and weekends, if required.

Employment Type

Full Time

Company Industry

• Restaurants
• Catering
• Food Services

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Customer Service Representative
• Technical Support
• Customer Satisfaction