Pedros Job Information:
Department
Main Office
Team
Sales
Experience Needed
Starting Out
Main Business
Eateries
Job Focus
Helping Customers
Job Description: Call Centre Agent at Pedros
A Call Centre Agent at Pedros is the first point of contact for many of our valued customers. This role is responsible for professionally and efficiently managing all incoming calls from customers, acting as a knowledgeable representative of the Pedros brand. The agent is responsible for answering customer inquiries with clarity and enthusiasm, providing comprehensive information about the restaurant, our extensive menu, various services, and company policies. A key component of the role involves accurately taking down and submitting customer orders directly to the relevant Pedros store for preparation and fulfillment. The ideal candidate will possess excellent communication skills, a friendly and helpful demeanor, and the ability to thrive in a fast-paced, customer-centric environment.
Duties and Responsibilities:
- Menu Mastery and Customer Guidance: The agent must possess a thorough and up-to-date understanding of the entire Pedros restaurant menu, including ingredients, preparation methods, potential allergens, and promotional offerings. This includes being able to articulate the different flavors, textures, and options available to customers. You will be expected to confidently help customers by providing detailed descriptions of menu items, answering questions about ingredients and preparation, and making personalized recommendations based on their preferences and dietary needs. You should be able to advise customers on popular choices, pairings, and current specials.
- Order Management and Accuracy: This role is pivotal in taking customer orders over the phone for both delivery and collection. This requires meticulous attention to detail to accurately record the customer’s specific choices, including sizes, quantities, modifications, and any special instructions regarding preparation or delivery. The agent must then efficiently and accurately transmit this order information to the designated Pedros store, ensuring seamless coordination between the call centre and the kitchen/delivery team. This includes utilizing the order management system effectively and adhering to established protocols.
- Order Modification and Issue Resolution: Customers may need to modify existing orders, add items, or make special requests. The Call Centre Agent is responsible for assisting customers with these changes, clearly understanding the requested modifications, and communicating those changes accurately and promptly to the relevant Pedros store. This also involves addressing any customer concerns or complaints regarding orders, deliveries, or service, escalating complex issues to the appropriate supervisor or department for resolution while maintaining a calm and professional approach.
- Upselling and Cross-selling Opportunities: The agent will be trained to identify opportunities to upsell or promote additional menu items, beverages, or complementary services to customers. This includes proactively suggesting appetizers, sides, desserts, or beverages that may enhance the customer’s dining experience. The agent should be able to provide relevant information about these items, highlighting their features and benefits, and effectively persuading customers to add them to their order, thereby increasing sales revenue and customer satisfaction. For example, suggesting a dessert special after a customer has ordered a main course, or offering a larger size of a popular drink.
- Maintain a Positive and Professional Demeanor: Agents are expected to maintain a positive, friendly, and professional attitude at all times when interacting with customers. This includes using clear and concise language, actively listening to customer needs, and demonstrating empathy and patience when addressing concerns or complaints. Agents must adhere to company policies and procedures, ensuring that all interactions are conducted in a respectful and ethical manner.
- System and Process Adherence: The agent is responsible for adhering to all established call centre protocols, procedures, and systems. This includes accurately documenting all customer interactions, utilizing the company’s CRM system, and following established guidelines for order processing, payment handling, and issue resolution.
Needed skills:
Have a high school certificate.
Know how to use computers and be polite on the phone.
Be able to write and speak well.
Have experience answering incoming calls.
Have experience working in a call center or a similar job.
How To Apply:
This expanded job description provides a more comprehensive overview of the Call Centre Agent role at Pedros, highlighting the key responsibilities and expectations of the position. It emphasizes the importance of customer service, product knowledge, and attention to detail in ensuring a positive customer experience.
