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.