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VITALITE Malawi
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:
Provide remote order-taking services to restaurant clients through phone or the Company’s web-based platform.
Handle drive-thru and inbound food orders from customers placing restaurant orders.
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.
Utilize third-party platforms for communication, support, and training as needed.
Adhere to client-specific protocols, including scripting, steps of service, upselling, and customer service standards.
Submit technical support requests or incident reports as necessary.
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.
