Job Description

Call Center Agent is responsible for managing customer interactions, processing orders, and ensuring seamless communication between customers, the restaurant, and third-party aggregators. This role involves coordinating across departments to ensure a smooth dining experience for customers, both in-person and online. The ideal candidate is detail-oriented, customer-focused, and capable of efficiently handling multiple tasks in a dynamic environment.

Key Responsibilities:

Customer Interaction & Communication:

Manage incoming calls, emails, and messages related to restaurant reservations, orders, and general inquiries.

Assist customers with navigating the online ordering platform, resolving issues, and providing menu guidance.

Provide personalized assistance and recommendations based on customer preferences and previous orders.

Handle escalated customer complaints and inquiries with professionalism and empathy.

Order & Reservation Management:

Coordinate with online portals and customers to ensure accurate and timely processing of orders and reservations.

Work closely with restaurant staff to ensure correct order preparation and timely delivery or pickup.

Update and maintain accurate records of customer interactions, orders, and reservations in the system.

Aggregator & POS Coordination:

Communicate and collaborate with third-party aggregators to maintain and update menus, ensuring accurate information is available.

Monitor and manage the integration between aggregators and the POS system for smooth data flow and order processing.

Collaboration & Coordination:

Collaborate with marketing to promote special offers, events, and new menu items through online channels.

Coordinate with kitchen staff, delivery drivers, and outlet managers to ensure timely order fulfilment and inventory management.

Regularly communicate with outlet in-charges to gather feedback, address concerns, and optimize processes.

Review & Feedback Management:

Monitor online reviews and feedback, addressing customer concerns and escalating issues when necessary.

Policy & System Updates:

Stay updated on restaurant policies, promotions, and procedures to provide accurate information to customers

Maintain and update the POS system to ensure all transactions are recorded and processed correctly.

Job Type: Full-time