Call Centre Agent

• Full Time
• Lusaka, Zambia
• Posted 16 hours ago

Pedros

Pedros is seeking dedicated candidates for call centre agent jobs in Lusaka. This full-time position offers an exciting opportunity to join a dynamic team focused on delivering exceptional customer service in a fast-paced environment. As a Call Centre Agent, you will be the first point of contact for customers, providing efficient and professional assistance with orders, product information, and store-related queries.

Role Overview for Call Centre Agent Jobs in Lusaka

The Call Centre Agent will handle inbound calls, accurately process customer orders, and ensure customer concerns are addressed promptly. You will play a key role in maintaining high-quality service standards while meeting performance targets such as quality assurance scores, call handling times, and customer satisfaction metrics. Your contribution will directly impact the positive experience customers have with Pedros.

Key Responsibilities

• Answer inbound customer calls promptly, professionally, and courteously.
• Assist customers with placing orders and provide accurate product and store information.
• Capture and process orders accurately using approved systems, verifying details before completion.
• Maintain a friendly and engaging approach throughout all customer interactions.
• Identify and resolve customer needs and concerns within established guidelines.
• Escalate complex or unresolved issues to the Team Leader or relevant departments.
• Adhere to call handling procedures and remain available throughout scheduled shifts.
• Participate in quality assurance reviews, coaching sessions, and training programs.
• Stay updated on menu changes, promotions, and operational procedures.
• Report any system or operational issues that could affect service delivery.
• Maintain confidentiality of customer and company information at all times.
• Contribute to achieving individual and team performance targets.

Performance Expectations

• Maintain an average Quality Assurance (QA) score above 80%.
• Keep average handling time below 1 minute 45 seconds without compromising accuracy.
• Support efforts to keep abandoned calls below 2% through prompt answering.
• Achieve an average ticket value of R175 by leveraging product knowledge and customer engagement.
• Ensure accurate order processing and data capture in all interactions.
• Demonstrate reliable attendance and punctuality for all scheduled shifts.
• Engage in continuous coaching and development to enhance performance.

Candidate Requirements

• Matric / Grade 12 certificate.
• Previous call centre experience is advantageous but not mandatory.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving capabilities.
• Target-driven, disciplined, and highly motivated.
• Ability to perform effectively under pressure in a fast-paced environment.
• Good organisational and administrative skills.
• Familiarity with food ordering systems, menu management, and third-party integrations is a plus.

About Pedros and Application Process

Join Pedros in Lusaka and become part of a customer-focused team that values quality and professionalism. This is a full-time opportunity to develop your career in the customer service sector while contributing to a respected brand.

To apply for this job please visit pedroschicken.simplify.hr.