Cara Operations

Call Centre Respresentatives

2 months ago(11/20/2017 8:14 PM)
Job ID


We are actively recruiting for some Call Centre Representatives  (Guest Experience Consultants) to work in our inbound call centre taking orders and providing Perfect Guest Experiences to our guests over the phone.


Please note this position will start at our Scarborough location but will be relocating to our Head office in Vaughan February 2018.  All applicants must be able to work at the Vaughn location.


Reporting to Call Centre Team Leaders and Call Centre Supervisors, are the face of our Call Centre.  Your role will be to ensure all contacts offer the best experience to our guests.  You will assist our department achieve our objectives and goals by: placing error free orders, quickly and efficiently; solving the concerns of our guests in the fastest and most effective way possible; answering all questions knowledgably; and providing prompt, professional, innovative and courteous service on all contacts.  



  • Answer inbound guest calls, as well as, process online submissions
  • Process external customer orders by phone
  • Log all guest complaints effectively and efficiently
  • Respond to and resolve questions and complaints regarding guest ordering and dining experiences
  • Resolve guest complaints according to established guidelines
  • Support guests throughout their contact with the company
  • Seize all opportunities to increase sales and develop the business
  • Ensure accuracy of all orders and complaints
  • Knowledge of all menu and promotional offers
  • Build guest loyalty by providing an exceptional contact
  • Provide timely actions and follow-up to guests and Brand partners
  • Interact with all Brand partners (including, Restaurant Associates and Home Office), in a courteous and competent manner
  • Compliance with all operational requirements


  • Excellent communication, organizational, analytical and time management skills
  • Proactive and goal-oriented individual who enjoys working with people
  • Adaptability
  • Excellent customer service skills
  • Excellent team work skills
  • Results and process oriented
  • Strong problem-solving skills
  • Ability to work under pressure and as a part of a team in a fast paced environment
  • Ability to multi-task


  • Proficiency in MS office applications
  • Punctual and reliable

Key Challenges:

  • Keeping up with a fast paced environment
  • Defusing and ‘winning back’ irate guests
  • Maintaining a positive Brand image at all times
  • Keeping up to date on all menu and Brand information

Job Requirements:

  • Must be willing to work flexible hours
  • Required to work evenings
  • Flexibility to work later shifts, ending at 10pm or 11pm
  • Must be able to work on Mother’s Day and Valentine’s Day
  • Required to be available to work a minimum of 15 hours a week
  • Must be able to work two of the three weekend, evening shifts – i.e. Friday/Saturday, Friday/Sunday or Saturday/Sunday
  • Flexibility to take on additional shifts as needed


  • High school diploma or higher preferred
  • 2 years sales and customer service experience (over the phone) an asset
  • Retail experience an asset

What we offer you

  • A welcoming, fun  and safe work environment
  • A workplace founded on respect
  • Opportunities to be a valuable member of a close-knit team
  • A strong and effective training program
  • A supporting and encouraging Leadership team
  • Potential for personal development
  • Career opportunities within a leading Canadian Company



If you are interested in this fantastic opportunity, please send your resume directly to 


We thank all candidates for their interest in opportunities with us, however only those candidates under consideration will be contacted.



As part of our accessibility commitment, there are alternative ways to interview with us. Please inform us if you require interview accommodation.




Please note that any offer of employment may be subject to reference checks and background checks, including a criminal record check as part of the selection process


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