ROLE SUMMARY:

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

• Answer all incoming customer calls in a professional and efficient manner
• Confer with customers by telephone to provide information about products, take or enter orders,
cancel orders, or obtain details of complaints

• Forwarding customer orders to the relevant branches in a timely and efficient manner
• Create customer records and fill the necessary contact details and customer information into the
company's database

• Educate the customer on our product range and offer a variety of products to clients
• Sells additional products by recognizing opportunities to up-sell accounts; explaining new menu
items/products to enhance revenues

• Providing order status updates; following up and coordinating with branches and delivery drivers on

late/pending orders

• Data entry and keeping records of customer interactions or transactions, recording details of

inquiries, complaints, or comments, as well as actions taken

• Resolve customers' service or billing complaints by performing activities such as exchanging

products, refunding money, or adjusting bills

• Check to ensure that appropriate changes were made to resolve customers' problems
• Prepare change of address records or issue service discontinuance orders.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions;
implementing solutions; escalating unresolved problems

• Establish rapport and healthy communication with customers for customer retention; regularly make

service/quality-enhancement recommendations to management

• Conduct follow up calls on a daily basis during off-peak hours to regular customers and reporting

feedback to management

• Processing online customer orders and replying to customer Emails in a timely manner
• Attend weekly customer service team meetings

• Attend all product-training sessions

• Comply with all company procedures and policies