Job Description

Position name : Call Center Attendant

One of our clients in the restaurant & hospitality industry-a fast-growing, chef-driven café group is looking for a Call Center Attendant to steer its next phase of expansion. Operating a portfolio of company-owned locations and a central production kitchen, the brand delivers elevated Mediterranean-Italian fare, signature desserts and specialty coffee to a rapidly growing guest base.

Location: Kuwait

Years of Experience: 1-2 years of experience in call center or customer service, preferably in F&B or retail.

Education:High school diploma or equivalent; diploma/degree in customer service or IT is an advantage.

Department: Customer Service / Sales Support

Reports To: Call Center Supervisor / Operations Manager

Notice Period: Immediate joiners or a maximum one-month notice period.

Applicants are requested to apply with their updated resumes and then click the following link to update their details to speed up the process of recruitment.

https://www.arbetecareers.com/Candidate-Portal

The Call Center Attendant is responsible for handling incoming calls, customer inquiries, delivery orders, and service requests for the Restaurant. The role ensures accurate order-taking, professional customer communication, and smooth coordination with branches and delivery teams. The Call Center Attendant plays a key role in enhancing customer satisfaction and ensuring prompt and efficient service.

1. Customer Service & Communication

• Answer customer calls in a professional, friendly, and timely manner.
• Provide menu information, promotions, and product details clearly to customers.
• Handle customer inquiries, complaints, and requests, ensuring proper follow-up.
• Escalate unresolved issues to the supervisor or relevant department.

2. Order Management & Accuracy

• Take delivery, pickup, and catering orders accurately through the POS/call center system.
• Verify customer details, order items, quantities, and special requests.
• Confirm order totals, delivery times, and payment methods.
• Communicate order information to the correct branch or delivery team promptly.

3. Coordination With Branches & Delivery Teams

• Coordinate with branch supervisors to ensure order availability and preparation.
• Assist delivery riders by providing correct customer details and locations.
• Follow up with branches on delayed or pending orders to avoid customer dissatisfaction.

4. Customer Experience & Retention

• Maintain a positive and helpful attitude to enhance the customers experience.
• Suggest add-ons, promotions, and recommended items to increase sales.
• Track frequent customer concerns and report trends to management for improvement.

5. System & Data Accuracy

• Ensure all orders are entered correctly into the system without errors.
• Update customer information when needed (contact numbers, addresses, notes).
• Handle cancellations, modifications, or refunds according to company policies.
• Maintain logs and records of customer interactions, complaints, and escalations.

6. Adherence to Policies & Procedures

• Follow call center scripts, standards, and professional communication guidelines.
• Maintain call quality, speed, and accuracy targets as assigned.
• Protect customer data and follow confidentiality rules.
• Comply with company service standards and performance requirements.

QUALIFICATIONS & REQUIREMENTS

• Strong communication skills in English (Arabic is an added advantage).
• Good knowledge of POS systems, delivery platforms, and call center software.
• Ability to work under pressure and handle high call volumes.
• Customer-focused attitude, patience, and problem-solving skills.

PERSONAL COMPETENCIES

• Excellent Communication Skills
• Customer Service Orientation
• Patience & Professionalism
• Multitasking Ability
• Time Management
• Attention to Detail
• Positive Attitude & Team Spirit

Note: We thank all applicants for their interest however, only those candidates who are shortlisted will be contacted