Sales & Customer Service Assistant – Customized Cakes

Role overview

Key responsibilities

• Answer phone calls, WhatsApp messages, social media inquiries, and customer requests.
• Answer questions about cake designs, flavors, sizes, prices, availability, delivery, and customization.
• Welcome walk-in customers and help them choose cake designs and options.
• Accurately record orders, including design, flavor, size, message, theme, delivery/pickup details, and special requirements.
• Prepare quotations and confirm prices, payment details, and order information; follow up on pending details.
• Coordinate customer requirements with cake designers, bakers, and the production team.
• Monitor order progress and follow up to ensure cakes are completed on schedule.
• Coordinate dispatch and delivery arrangements, including addresses, timing, and special instructions.
• Contact customers with delivery updates, order changes, or collection arrangements.
• Handle complaints professionally and coordinate with management when needed.
• Maintain accurate order, payment, customer, and delivery records; assist with sales reports and order tracking.
• Keep the shop and customer service area organized and customer-ready; support other sales and customer service duties.

Requirements

• Two years of food and beverage experience is required.
• Previous experience in sales, customer service, a call center, bakery, cake shop, or food and beverage is preferred.
• Excellent communication and customer service skills; comfortable handling phone and WhatsApp inquiries.
• Strong attention to detail when recording customized orders; good organization and multitasking.
• Ability to work under pressure, particularly during weekends, holidays, and busy seasons.
• Good computer skills and familiarity with basic Excel or order management systems.
• Professional, friendly, positive attitude and effective communication with production and delivery teams.
• Experience with customized cakes or bakery products is an advantage.

Key skills

• Customer service, sales, telephone handling, WhatsApp communication, walk-in customer support, order taking, cake customization, and order coordination.
• Dispatch coordination, complaint handling, upselling, data entry, and multitasking.

Working environment

• Work location is in person.
• Regular interaction with customers by phone, online messages, walk-ins, and delivery coordination.
• Manage multiple customer orders while maintaining accuracy and a high standard of service.