Customer Service Representative

Responsibilities:

• Greet and attend to customers warmly, ensuring a welcoming and premium in-store experience.
• Provide detailed information about pastries, cakes, beverages, and seasonal offerings while recommending products based on customer preferences.
• Process customer orders accurately and efficiently through the point-of-sale (POS) system.
• Handle customer enquiries, requests, and complaints promptly and professionally while maintaining a positive brand image.
• Coordinate with the kitchen and operations teams to ensure timely order preparation and delivery.
• Maintain accurate records of customer interactions, orders, and feedback where required.
• Monitor product displays and ensure presentation standards reflect the brand’s premium positioning.
• Support post-purchase engagement by encouraging feedback and fostering positive customer relationships.
• Assist with upselling and cross-selling products to enhance the customer experience and support sales targets.
• Maintain cleanliness and organization within the service area in line with hygiene and food safety standards.
• Ensure consistent adherence to the company’s customer service standards, communication protocols, and service procedures
• Other responsibilities as assigned by management.

Requirements:

• Bachelor’s degree or HND in Hospitality Management, Business Administration, Communications, or a related field.
• Minimum of 2 years’ experience in customer service, hospitality, retail, or food and beverage environments.
• Prior experience in a premium retail, hospitality, or luxury service environment is an advantage.
• Excellent verbal and written communication skills.
• Very fluent in English with clear articulation and professional presentation.
• Strong interpersonal skills with the ability to engage customers confidently and professionally.
• High attention to detail and strong organizational ability.
• Strong problem-solving and customer complaint resolution skills.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Professional appearance and a strong commitment to delivering premium service standards.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and basic digital tools.
• Familiarity with POS systems and customer service tools is an advantage.
• Basic knowledge of food hygiene and safety standards.
• Understanding of customer service best practices in retail or hospitality environments.