The Call Center Assistant is responsible for responding to guest and client queries in an appropriate and timely manner by answering calls and following up on queries and orders. Additionally they will be responsible for maintaining and obtaining information by answering telephone calls; confirming orders and verifying information.· Answer inbound calls as well as making outbound calls to assist customers who have specific inquiries.· Maintaining and accurate record of call data information including; name, telephone number, request made, etc.· Logging all call data and updating the existing databases with changes and the status of each client and customer request.· Respond promptly and professionally to client and customer complaints escalating them to the relevant department supervisor and manager when required.· Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives· Seize opportunities to upsell products when they arise.· Build sustainable relationships and engage customers by taking the extra mile.· Provide personalized customer service of the highest level assuring a prompt and an accurate response to inquiries by phone and/or email.· Prioritizing all calls and requests, dealing with all in a timely and effective manner· Remain well versed on all Restaurant details including; type of cuisine, location, opening & closing times, reservation policy, menu items, catering facilities, etc.· Deal with displeased customer professionally, attempting to resolve issues positively and avoiding escalations.· Promptly dealing with dropped calls/missed calls, calling back and replying to voicemails and messages.· Maintaining an accurate filing and administrative system including; emailing, filling up paperwork, completing necessary paperwork/documents and liaising with other departments.· Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.· Maintaining a positive, empathetic and professional attitude toward customers at all times.Any other duties as assigned by direct supervisor.
