I- Call Center Attendant

Arbete Careers; Kuwait City; On-site; KWD 6,000 - 9,000; Full time

Job summary

A hospitality recruitment agency is seeking a Call Center Attendant to manage incoming customer inquiries and delivery orders in Kuwait. This role requires 1-2 years of experience in customer service, a high school diploma, and strong communication skills in English. The position focuses on enhancing customer satisfaction through efficient order management and coordination with branches. Candidates with knowledge of POS systems and the ability to work under pressure are preferred.

Qualifications

• 1-2 years of experience in call center or customer service, preferably in F&B or retail.
• Good knowledge of delivery platforms.
• Ability to work under pressure.

Responsibilities

• Handle incoming calls, customer inquiries, and delivery orders.
• Take orders accurately and confirm order details with customers.
• Coordinate with branches and delivery teams.
• Coordinate with branches and delivery teams to ensure timely orders.
• Maintain a positive attitude, upsell add-ons and promotions to increase sales.
• Update customer information and handle cancellations or refunds per policy.

Skills

Strong communication skills in English

Customer-focused attitude

Ability to handle high call volumes

Call center software familiarity

Multitasking under pressure

Education

High school diploma or equivalent

Customer service or IT qualification (advantage)

Tools

POS systems

Call center software

Call center software

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 aCall Center Attendantto 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

POSITION SUMMARY

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.

JOB DESCRIPTION

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.