Call Center Agent

About the Role

Bait Al Mansaf Restaurant Group in Abu Dhabi is seeking an experienced Call Center Agent to join their expanding team. This position demands a smart, proactive, and organized individual with a customer-centric mindset and strong problem-solving capabilities. Experience in the restaurant, hospitality, or food and beverage call center operations is essential.

Key Responsibilities

• Effectively manage inbound calls related to delivery, takeaway, pickups, car-hop services, reservations, and general customer inquiries.
• Coordinate seamlessly with various branches, kitchen teams, dispatchers, and drivers to ensure smooth order processing and delivery.
• Utilize POS and CRM systems, WhatsApp ordering, online ordering platforms, and food delivery applications efficiently.
• Maintain precise order entry, customer data, addresses, payments, and special instructions.
• Handle customer complaints professionally, providing prompt and effective resolutions.
• Follow up diligently on missed calls, pending orders, delayed deliveries, and customer feedback.
• Contribute actively to sales and upselling efforts through excellent telephone etiquette and communication.
• Work under pressure during peak hours, multitasking effectively while ensuring high-quality service.
• Leverage CRM systems for customer retention, repeat business, and follow-up activities.
• Prepare reports and maintain organized records as required.

Candidate Requirements

• Fluent communication skills in both Arabic and English.
• Prior experience in call center or customer service roles, preferably within a restaurant or F&B setting.
• Familiarity with POS, CRM systems, WhatsApp orders, online ordering, and food delivery platforms.
• Strong problem-solving skills and sound decision-making capability.
• Excellent telephone manners and ability to upsell effectively.
• Meticulous attention to detail in handling orders and customer information.
• Ability to manage multiple tasks efficiently in a fast-paced environment.
• Good computer literacy and organizational aptitude.
• A positive attitude, eagerness to learn quickly, teamwork orientation, and a strong sense of responsibility.

Additional Information

• Location: Abu Dhabi, United Arab Emirates.
• Industry: Restaurants / Food & Beverage.
• Employment Type: Full-time position.
• Salary: Competitive remuneration package.
• Benefits: Medical insurance coverage included.
• Visa: Employment visa sponsored by the company.