Call Centre Agent

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. [wp_code title="Fluid Ad"] 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.