call center

• To ensure complete understanding of the operation, brand philosophy of LAP and Al Ghalia as a whole

o To process all external and internal calls in a timely manner

• To perform all duties in accordance with the Standard Operating Policies and Procedures with the objective of maximising guest’s satisfaction
• To prepare work area for opening, mid-shift, or closing in accordance with the company’s standards

o To welcome, acknowledge and put guests at ease in a polite, efficient and friendly manner

o To get to know guests’ preferences in order to satisfy their needs and build customer loyalty

o To have sufficient product knowledge to be able to give guest recommendations in a confident and competent manner

To enter telephone and in-store ‘products reservations into LS System (the Business Unit’s computer system); recording every detail and dispatching information to the designated o kitchen section

o To prepare the order’s arrival list on a daily basis and distribute it (both in FOH and BOH)

o To update function sheets with order’s amendments and inform the concerned sections

o To ensure that the workplace and surrounding areas are kept clean and organized at all time

o To comply with all the company’s statutory and legal requirements for fire, licensing and food handling

o To make sure that all furniture, fixtures and equipment are operating safely and maintained as required

• To assist the SBU’s operation in the immaculate upkeep throughout the Call Centre Room

o To encourage loyal and repeat business with a personable approach to your duties

• To report any discrepancies and/or operating issues to the MOD (equipment, connectivity etc.)
• To answer email guest enquiries in a timely manner
• To notify the MOD and/ or Chef of any special guest request
• To record all details related to customer’s complaints (guest name, mobile number, complaint reason) and communicate it to the Assistant Call Centre Manager

o To report for duty punctually wearing the correct uniform and adhering to grooming standards and hygiene at all times

• To meet all timelines as required so as to ensure consistency in the service provided
• To inform guests about the SBU’s policy (delivery minimum charge, planning bespoke cake orders etc.)

o To answer guests’ requests on social media tools including Lilou Artisan Patisserie Whatsapp

Any other tasks as assigned by the Shop Manager and Assistant Call Centre Manager

o Proven experience as a Call Centre Agent for a large-sized organization (preferably from the Hospitality/ Retail Industry)

o Height Parameters: Ladies: 5’4” and Gentlemen: 5’6”

o Customer Management skills

o Ability to work both independently and in a team

o Personable and organized

o Ability to prioritize tasks

o Team-working skills: ability to work alone or as part of a team

o Self-motivated and detail oriented

o Customer Management skills

o Proficiency in MS Office and call centre equipment/ software programs

o Excellent interpersonal and communication skills

Ability to remain calm and courteous under pressure

Job Types: دوام كامل, دائم

Pay: ﷼4,000.00 - ﷼5,000.00 per month