Call Centre Agent – Customer Service Representative

About the role

The Call Centre Agent provides professional, efficient, and customer‑focused service for inbound calls. You will handle order processing, answer product and store queries, resolve concerns, and escalate issues when needed, contributing to a positive customer experience while meeting performance targets.

Key responsibilities

• Answer inbound customer calls promptly, courteously, and accurately.
• Capture and process orders using approved call‑centre systems, confirming product details, quantities, pricing, and customer information.
• Provide product, menu, promotion, and store information to callers.
• Maintain order accuracy and system data integrity.
• Resolve routine queries within established guidelines and escalate complex cases to the Team Leader.
• Adhere to call‑handling procedures, attendance schedules, and performance metrics such as QA score, AHT, abandoned call rate, and average ticket value.
• Participate in coaching, QA feedback, and continuous improvement activities.

Required profile

• Reliable attendance and punctuality for scheduled shifts.
• Ability to maintain an average QA score above 80% and an AHT below 1 minute 45 seconds.
• Strong attention to detail for order capture and data entry.
• Professional and courteous communication style.
• Willingness to follow company policies, confidentiality, and data‑protection requirements.

Required skills

• Proficiency with call‑centre software and order‑processing systems.