Job Details

Virtual Order Support Agent

We are seeking detail-oriented and customer-focused individuals to join our team as Virtual Order Support Agent. In this role, you will provide remote order-taking services for restaurant clients via telephone and web-based ordering systems. You will handle drive-thru and inbound phone orders, ensuring accuracy, speed, and a high-quality customer experience. This position requires working night shifts.

Key Responsibilities:

1. Provide remote order-taking services to restaurant clients through phone or the Company's web-based platform.
2. Handle drive-thru and inbound food orders from customers placing restaurant orders.
3. Complete required training and certification before working live shifts, including:
   • Learning the Ninja POS interface or client-specific POS systems.
   • Mastering assigned client menus.
   • Passing a live evaluation to certify readiness.
4. Utilize third-party platforms for communication, support, and training as needed.
5. Adhere to client-specific protocols, including scripting, steps of service, upselling, and customer service standards.
6. Submit technical support requests or incident reports as necessary.
7. Perform any additional duties related to remote order-taking services.

Minimum Qualifications:

• Grade 12 Certificate or higher; a college diploma is an advantage.
• High proficiency in English with a neutral accent (American accent preferred).
• Experience in fast customer service environments is a plus.

Key Skills:

• Excellent attention to detail.
• Strong analytical and problem-solving skills.
• Computer literacy and ability to use web-based tools.
• Leadership potential and teamwork.
• Ability to follow structured processes and maintain quality standards.
• Comprehension and mental agility to understand English accents.

Service Level Expectations:

• Maintain high call quality and compliance per client guidelines.
• Respond quickly to AI-escalated calls, with responsiveness benchmarks outlined during training.