# Call Centre Agent Canonical URL: https://primejobalerts.com/jobs/call-centre-agent-3 Company: Pedros Category: Marketing & Communications Location: Zambia, Lusaka Work type: Full-time Work arrangement: On-site Published: 2026-09-22 Expires: 2026-11-06 ## 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. ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.