Virtual order support agent

>> 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:

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

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.