Restaurant Call Center / Phone Order Operator

Position: Restaurant Call Center / Phone Order OperatorJob Type: Full-Time / Part-TimeWork Environment: Restaurant / Call Center

Job Summary

Key Responsibilities
- Answer incoming restaurant phone calls promptly and professionally.
- Take pickup and delivery orders accurately.
- Enter customer orders correctly into the POS/order system.
- Confirm each order before ending the call, including:
- Food items and quantities
- Spice level
- Vegetarian/non-vegetarian selection
- Special instructions or allergies
- Pickup or delivery
- Customer name and phone number
- Delivery address when applicable
- Provide customers with the estimated order preparation/pickup time.
- Explain menu items, available options, sizes, and add-ons.
- Recommend popular items or add-ons when appropriate.
- Inform customers when an item is unavailable and suggest alternatives.
- Handle order modifications and customer questions professionally.
- Coordinate with kitchen and front-counter staff regarding special or urgent orders.




- Minimize order mistakes by repeating the complete order back to the customer before confirming it.
- Handle multiple phone lines during busy periods while maintaining accuracy.
- Escalate complaints, refunds, or unusual customer situations to a manager.
- Maintain a polite and positive attitude with every customer.

Requirements:
- Good English communication and listening skills.
- Strong attention to detail.
- Basic computer/POS system knowledge.
- Ability to type and enter orders quickly and accurately.
- Comfortable speaking with customers over the phone.
- Ability to multitask during busy lunch and dinner hours.
- Restaurant, customer service, cashier, or call-center experience is preferred but not required.
- Familiarity with Indian food/menu items is a plus.

Most Significant Expectations

Accuracy Customer Service Speed Menu Knowledge Clear Communication

The Phone Order Operator is often the customer’s first interact

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