Call Center Agent (F&B)

Call Center Agent – Food & Beverage (F&B)

Is responsible for handling inbound and outbound customer calls, processing food delivery and takeaway orders, responding to customer inquiries, resolving complaints, and delivering an exceptional customer experience across multiple communication channels. The role requires fluency in English and Arabic, while additional languages are an advantage. Similar F&B call center roles emphasize order accuracy, customer support, upselling, and coordination with restaurant operations.

Key Responsibilities

• Answer inbound customer calls promptly and professionally.
• Process delivery, takeaway, and dine-in reservations accurately.
• Handle customer inquiries via phone, WhatsApp, email, website, and social media.
• Provide information on menu items, promotions, pricing, and operating hours.
• Upsell menu items, combo meals, beverages, and promotions.
• Coordinate orders with kitchen and outlet teams to ensure timely delivery.
• Resolve customer complaints and escalate complex issues when necessary.
• Update customer information and maintain accurate records in the POS/CRM system.
• Follow up with customers regarding delayed orders or feedback.
• Meet service quality, call handling, and customer satisfaction (CSAT) targets.
• Maintain confidentiality of customer information and company data.

Qualifications

• Bachelor's degree or diploma is preferred.
• Minimum 1–2 years of experience in a call center, customer service, or F&B industry.
• Experience with restaurant POS or food delivery platforms is an advantage.

Required Skills

• Fluent in English and Arabic (mandatory).
• Additional languages such as Hindi, Urdu, French, Russian, Chinese, or Tagalog are an advantage.
• Excellent communication and active listening skills.
• Strong customer service and problem-solving abilities.
• Good computer skills and typing speed.
• Ability to multitask in a fast-paced environment.
• Knowledge of POS, CRM, and food delivery platforms.
• Professional telephone etiquette.

Key Performance Indicators (KPIs)

• Average Speed of Answer (ASA)
• Call Quality Score
• Customer Satisfaction (CSAT)
• Order Accuracy
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Upselling Revenue
• Customer Complaint Resolution Time

Working Conditions

• Rotational shifts, including weekends and public holidays.
• Ability to work under pressure during peak meal periods.
• Office-based call center environment supporting multiple restaurant outlets.

Pay: AED2,000.00 - AED3,500.00 per month

Work Location: In person