Call Center Agent

As a Call Center Associate, you will play a vital role in our customer service operations by acting as the first point of contact for our customers. You are responsible for handling orders through calls, addressing customer inquiries, suggestive selling, and ensuring a high level of customer satisfaction. You will work in a fast-paced restaurant environment where effective communication, problem-solving skills, and a passion for helping others are crucial. Your ability to manage customer inquiries with professionalism and empathy will directly contribute to the success of our customer service team in the restaurant. If you possess a strong desire to assist customers and thrive in a dynamic environment, this role is perfect for you.

Responsibilities

• Answer inbound customer calls promptly and professionally.
• Take delivery and takeaway orders accurately using the restaurant's system. 
• Provide menu information, daily specials, and promotions to customers.
• Handle customer inquiries, concerns, and complaints with a positive attitude.
• Confirm orders and delivery details to ensure accuracy and efficiency 
• Coordinate with the kitchen and delivery teams to ensure timely service.
• Upsell additional items such as beverages, appetizers, and desserts.
• Maintain records of customer interactions and order details.
• Follow call scripts and service standards to ensure consistency.
• Meet performance targets such as call handling time and customer satisfaction.

Requirements

• High school diploma or equivalent; additional education is a plus.
• At least one year of experience in customer service, call center, or F&B industry preferred.
• Strong communication skills in English (Arabic or other languages is an advantage) 
• Strong problem-solving skills and the ability to think quickly under pressure.
• Familiarity with POS/order-taking systems is an advantage.
• Ability to multitask in a fast-paced environment and manage time effectively.
• Excellent listening skills and attention to detail.
• Customer-focused, polite, and professional demeanor.
• Willingness to work flexible hours, including evenings, weekends, or holidays.