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 an