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    1. Main Function of the Role

The Call Centre Representatives are responsible for being the first point of contact for KFC customers, handling incoming calls, placing orders, and responding to customer enquiries or complaints. The role ensures excellent customer service by providing accurate information, resolving issues efficiently, and creating a positive brand experience. This position supports smooth store operations by coordinating with in-store teams and delivery drivers to ensure timely and accurate order fulfilment.

 

    2.Key Performance Areas

•   Customer Service & Call Handling
• Answer incoming calls promptly, professionally, and courteously.
• Take customer orders accurately and process them on the ordering system.
• Respond to enquiries regarding menu items, promotions, and store locations.
• Upsell menu items where appropriate to increase sales and enhance customer experience.
• Complaint Resolution
  • Handle customer complaints with empathy and professionalism.
  • Resolve issues efficiently while upholding KFC brand values.
  • Escalate complex issues to supervisors when necessary.
• Order Coordination
  • Liaise with in-store teams and delivery drivers to ensure correct and timely order fulfilment.
  • Maintain accurate records of customer interactions and transactions.
• Compliance & Quality Standards
  • Follow all company policies, procedures, and service standards.
  • Participate in training to stay updated on products and customer service practices.

 

    3.Qualifications and Experience

• BGCSE / IGCSE or equivalent.
• At least 1 year of employment history with one company.
• Basic computer literacy and ability to operate ordering systems and kiosks.
• Previous customer service or call centre experience is an advantage but not essential.
• Ability to work shifts, including evenings, weekends, and public holidays.

 

    4.Skills and Attributes

• Strong customer and service excellence orientation.
• Good communication and interpersonal skills.
• Resilient and able to handle difficult or emotional customer interactions.
• Tech-savvy with confidence in using digital systems and kiosks.
• Empathetic, tactful, and professional.
• Strong problem-solving ability.
• Basic numeracy and English proficiency.
• Emotionally intelligent and adaptable.
• Reliable, accountable, and dependable.
• Team-oriented with a positive attitude.
• Diligent, committed, and eager to learn and grow.

 

 

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