Customer Service & Phone Order Officer

About the role

The Customer Service & Phone Order Officer will handle inbound enquiries and food orders via telephone, WhatsApp and online platforms for a reputable restaurant operating in Accra and Tema. The role ensures accurate order entry, timely communication with kitchen and logistics teams, and excellent customer experience from order placement to delivery.

Key responsibilities

• Receive and record customer enquiries and food orders through telephone, WhatsApp, and online channels.
• Confirm menu items, quantities, prices, delivery details, payment method and special requests.
• Provide clear information on menus, promotions, availability and delivery timelines.
• Relay orders and special instructions promptly to kitchen, dispatch and logistics teams.
• Monitor order progress, update customers on any delays or changes, and ensure timely completion.
• Handle complaints calmly, resolve routine issues, and escalate complex matters as needed.
• Maintain accurate records of orders, interactions, refunds, feedback and follow‑up actions.
• Support basic payment or sales reconciliation and process receipts and documentation accurately.
• Promote relevant products and services while maintaining order accuracy.
• Prepare shift handovers and daily service reports.

Required profile

• Diploma, HND or equivalent in Customer Service, Hospitality, Business Administration, Communications or related field; strong practical experience may be considered.
• Minimum two years of experience in customer service, call‑centre, food‑service, retail or order processing.
• Excellent spoken and written English with strong telephone etiquette and active‑listening skills.
• Accurate data‑entry ability and proficiency in Microsoft Office.
• Professionalism, patience, emotional intelligence and ability to stay calm during peak periods.

Required skills

• Microsoft Office
• Point‑of‑sale systems
• Order‑entry systems
• Customer‑service systems

What we offer

• Attractive salary package.
• Rotational shifts including weekends and public holidays.
• Opportunity to work in a well‑known restaurant within the hospitality sector.