Job Title: Call Centre Agent
Location: Pedros Head Office
Division: Head Office
Business Unit: Commercial
Primary Industry: Restaurants
Job Area: Customer Service
Job Summary
As a Call Centre Agent at Pedros, your role will be to handle a variety of customer interactions, providing a professional, efficient, and friendly service to all customers calling the restaurant. You will manage incoming calls, answer inquiries, and provide detailed information about Pedros' restaurant menu, services, and policies. The core responsibility is accurately taking customer orders for delivery or collection and submitting them to the respective stores, ensuring that all instructions and special requests are communicated effectively. You will also be tasked with helping customers modify orders, answer any questions about the menu, and promote additional items to enhance the overall customer experience.
Key Responsibilities
- In-depth Menu Knowledge: Develop a comprehensive understanding of the Pedros restaurant menu, including details about ingredients, preparation methods, and special offers. Use this knowledge to help customers make informed decisions and suggest recommendations based on their preferences.
- Order Taking: Professionally handle incoming calls from customers placing orders for both delivery and collection. Accurately record the customers’ selections, special requests, and instructions. Ensure all details are communicated clearly to the appropriate store for timely processing.
- Customer Assistance: Help customers with modifying their orders, making special requests, and resolving any issues they may have with their orders. Coordinate changes with the stores to ensure smooth order processing.
- Upselling and Cross-Selling: Actively identify opportunities to promote additional menu items, beverages, or special offers to customers during interactions. Use persuasive communication techniques to encourage customers to add complementary items to their orders, helping to increase overall sales and improve their dining experience.
- Problem Resolution: Address customer concerns, queries, and complaints in a professional and timely manner, ensuring customer satisfaction and retention. You may also be required to provide information on restaurant policies, delivery options, and ongoing promotions.
Requirements
- Matric certificate
- Computer literacy, including familiarity with point-of-sale systems and order management software
- Strong phone etiquette and a professional tone while handling calls
- Excellent written and verbal communication skills
- Experience in inbound calls or customer service
- Experience in a call centre environment or a similar role, preferably within the food service industry
Skills and Qualities
- Strong ability to handle customer inquiries efficiently and with a friendly attitude
- Ability to multitask and manage several customer orders or requests simultaneously
- Good problem-solving skills, with the ability to think on your feet and handle unexpected situations
- Highly motivated, with the ability to work well under pressure, especially during peak hours
Why Join Pedros?
This is an exciting opportunity to be part of the Pedros team, where we strive to deliver excellent service and tasty meals to our customers. As a Call Centre Agent, you will play a key role in ensuring customers have a positive experience with our restaurant. You will also gain valuable skills in communication, sales, and customer service, with potential opportunities for growth within the company.
Closing Date: 31 October 2024
If you're passionate about customer service and love working in a dynamic, fast-paced environment, this role at Pedros is for you. Apply today and become part of our growing team!
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