Customer Service Associate

About the Role

We are looking for a customer-focused and professional Customer Service Associate to deliver a warm, prompt, and positive customer experience at a reputed sweets and food retail outlet. The role involves assisting customers with product selection, processing orders, supporting billing, handling customer feedback, coordinating with outlet teams, and maintaining high standards of customer service.

Requirements

1. Customer Service
   

• Greet and attend to customers courteously and promptly.
  

• Understand customer requirements and assist with product selection.
  

• Provide accurate information about products, prices, offers, and availability.
  

• Maintain professional behaviour throughout customer interactions.
  

2. Order Processing and Billing Support
   

• Take and process customer orders accurately.
  

• Confirm product selection, quantities, packaging, and delivery or pick-up details.
  

• Coordinate with relevant teams to ensure timely order preparation.
  

• Support billing and payment processes and report discrepancies immediately.
  

3. Customer Feedback and Complaint Handling
   

• Actively seek customer feedback and ensure it is recorded accurately.
  

• Encourage customers to share genuine feedback through approved forms, registers, or digital platforms.
  

• Identify recurring complaints and suggestions and communicate them to the reporting manager.
  

• Listen patiently to customer concerns and resolve routine issues within assigned authority.
  

• Escalate serious, sensitive, or unresolved complaints promptly and follow up until closure.
  

• Never influence, manipulate, or fabricate customer feedback or reviews.
  

4. Product Knowledge and Sales Support
   

• Maintain adequate knowledge of products and offerings.
  

• Recommend suitable products and support appropriate cross-selling and up-selling.
  

• Inform customers about relevant offers and seasonal products.
  

• Avoid unauthorised discounts or commitments.
  

5. Outlet Coordination
   

• Coordinate with production/kitchen, packing, billing, and delivery teams.
  

• Ensure special, bulk, and pre-booked orders are communicated accurately and completed on time.
  

• Support the outlet team during peak hours and festive periods.
  

6. Service Standards and Daily Operations
   

• Maintain personal grooming, cleanliness, and professional presentation.
  

• Keep customer-facing areas and product displays neat and organised.
  

• Follow company hygiene guidelines, standard operating procedures, and service standards.
  

• Check pending and special orders at the beginning of each shift.
  

• Report shortages, billing discrepancies, product quality issues, and service failures promptly.
  

• Complete proper handovers of pending matters at shift closure.
  

Qualifications and Experience

• Graduate or Diploma in Hospitality, Retail Management, Business Administration, or any other discipline.
  

• 1–3 years of experience in customer service, hospitality, retail, or food service.
  

• Strong communication, interpersonal, and customer-handling skills.
  

Preferred Candidate Profile

• Pleasant personality with a customer-first attitude.
  

• Ability to handle customer concerns calmly and professionally.
  

• Prior experience in food retail, hospitality, or quick-service restaurants (QSR) will be preferred.
  

• Good coordination skills and the ability to work effectively as part of an outlet team.
  

Key Performance Expectations

• Courteous, prompt, and professional customer service.
  

• Accurate order processing and timely service.
  

• Consistent collection and recording of genuine customer feedback.
  

• Effective complaint handling and timely escalation.
  

• Strong product knowledge and appropriate sales support.
  

• Smooth coordination with outlet teams.
  

• Punctuality, grooming, discipline, and compliance with company SOPs.
  

CUSTOMER SERVICE APPROACH

Greet → Understand → Inform → Serve → Take Feedback → Close

The objective is to ensure that every customer receives prompt, courteous service and leaves with a positive impression of the outlet.