Call Centre Agent – Customer Service Representative

About the role

The Call Centre Agent delivers professional, efficient and customer‑focused service across all interactions. You will handle inbound calls, accurately process orders, assist with product and store queries, resolve concerns and escalate when needed, while meeting established performance, quality and productivity targets.

Key responsibilities

• Answer inbound customer calls promptly, courteously and professionally.
• Capture and process orders using approved systems, confirming products, quantities, pricing and customer details.
• Provide product, menu, pricing and store information, and address general queries.
• Maintain order accuracy and system/data integrity throughout each interaction.
• Resolve customer issues within guidelines and escalate complex matters to the Team Leader.
• Adhere to call‑handling procedures, attendance and schedule requirements.
• Participate in call monitoring, quality assurance reviews, coaching and training programmes.
• Stay up‑to‑date with menu changes, promotions, processes and system updates.

Required profile

• Matric / Grade 12 qualification.
• Previous call‑centre experience is advantageous.
• Excellent verbal and written communication skills.
• Strong customer‑service, problem‑solving and organisational abilities.
• Target‑driven, disciplined and able to work under pressure in a fast‑paced environment.
• Familiarity with food‑ordering systems, menu management and third‑party integrations is a plus.