Virtual order support agent

VITALITE Malawi
VITALITE Malawi

Customer Service

Lilongwe, Malawi · California City, CA, USA

Posted on Sep 8, 2026

About Us

Quality Made Affordable

Job Description

>> This position requires high proficiency in English <<

We are seeking detail-oriented and customer-focused individuals to join our team as a 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 at an office location. It is not a remote position.

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 a POS interface or client-specific POS systems. (electronic order taking)

    • 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.

Ideal for recent diploma graduates in a relevant field. Will consider college students currently enrolled in class in Lilongwe.

Requirements

Minimum Qualifications:

  • Native-level or near-native spoken English proficiency is required. Candidates should be able to communicate clearly and naturally with U.S.-based customers and demonstrate pronunciation and speech patterns appropriate for a U.S. customer-service environment.

  • Grade 12 Certificate or higher; a college diploma is an advantage.

  • Experience in fast customer service environments is a plus.

  • Only considering candidates based in Lilongwe, Malawi.

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.

  • Previous experience or background knowledge of food menu items is a plus.

Service Level Expectations:

  • Maintain high call quality and compliance per client guidelines.

  • Respond quickly to AI-escalated calls, with responsiveness benchmarks outlined during training.


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