Call Centre Agent

Job description

The Call Centre Agent is responsible for delivering professional, efficient and customer-focused service across all customer interactions. The role involves handling inbound calls, accurately processing customer orders, assisting with product and store-related queries, resolving customer concerns and escalating matters where required.

The successful candidate will contribute to a positive customer experience while meeting established call centre performance, quality and productivity targets.

Key Performance Areas

• Quality Assurance (QA): Maintain an average QA score of above 80% in line with call centre quality standards.
• Average Handling Time (AHT): Maintain an average handling time below 1 minute 45 seconds while ensuring accuracy and service quality.
• Abandoned Calls: Support the team in maintaining abandoned calls below 2% through prompt call answering and consistent availability.
• Average Ticket Value: Achieve an average ticket value of R175 through effective order taking, product knowledge and appropriate customer engagement.
• Customer Service: Handle all customer interactions professionally, efficiently and courteously, ensuring a positive customer experience.
• Order Accuracy: Capture and process customer orders accurately, confirming products, quantities, pricing and relevant customer details.
• Product Knowledge: Maintain up-to-date knowledge of menus, products, pricing, promotions, store information and relevant procedures.
• System & Data Accuracy: Use approved call centre systems effectively and ensure all customer and order information is captured accurately.
• Attendance & Adherence: Maintain reliable attendance, report for scheduled shifts on time and adhere to allocated working hours and timekeeping requirements.
• Query Resolution & Escalations: Resolve customer queries within established guidelines and escalate complex or unresolved matters to the Team Leader or relevant support function.
• Coaching & Development: Participate in QA feedback, coaching, training and performance improvement initiatives, applying feedback to improve performance.
• Compliance & Confidentiality: Comply with company policies, procedures and applicable customer information and data protection requirements.

Key Responsibilities

• Answer inbound customer calls promptly, professionally and courteously.
• Assist customers with orders, product information, store information and general queries.
• Accurately capture and process customer orders using approved systems.
• Confirm order details, including products, quantities, pricing and customer information, before completing transactions.
• Maintain a professional, friendly and engaging approach throughout customer interactions.
• Identify customer needs and concerns and take appropriate action to resolve them within established procedures.
• Escalate complex, sensitive or unresolved matters to the Team Leader or relevant department.
• Remain available and adhere to required call handling and system procedures throughout scheduled shifts.
• Participate in call monitoring, quality assurance reviews, coaching sessions and training programmes.
• Keep up to date with menu changes, promotions, processes, systems and operational updates.
• Report system, store, customer or operational issues that may impact service delivery.
• Maintain confidentiality of customer and company information at all times.
• Contribute to achieving team and individual call centre targets and service standards.

Requirements

• Matric / Grade 12.
• Previous experience in a call centre environment advantageous
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Target-driven, disciplined and highly motivated.
• Ability to work effectively under pressure in a fast-paced call centre environment.
• Strong organisational and administrative skills.
• Familiarity with food ordering systems, menu management and third-party integrations will be advantageous.