Customer Service Associate

KRA for Customer Service Associate Airport F&B Outlet

1. Customer Interaction & Experience

• Greet customers warmly and assist them with menu and orders. (If Under Cafe)
• Provide product knowledge and upsell menu items (e.g., combos, beverages). (In any Store)
• Handle customer complaints or queries promptly and politely.
• Maintain a friendly, professional, and approachable demeanor at all times.

2. Order Management & Accuracy

• Take and process orders accurately using POS systems.
• Ensure timely and correct delivery of orders.
• Handle billing, refunds, and cash/card transactions efficiently.
• Double-check packaging for takeaway orders and ensure proper labeling.

3. Cleanliness & Hygiene

• Maintain cleanliness of serving counters, dining area, and customer touchpoints.
• Follow FSSAI and airport hygiene regulations strictly.
• Ensure use of gloves, hairnets, and sanitization protocols.

4. Inventory & Stock Awareness

• Inform supervisor/manager of low-stock items.
• Check stock at counters (napkins, straws, condiments) regularly.
• Avoid wastage and report expired/damaged items promptly.

5. Team Coordination

• Coordinate with kitchen, barista, and cleaning staff to ensure seamless service.
• Support team during rush hours or flight delays.

6. Compliance & Security

• Follow airport security protocols and cooperate with CISF and security staff.
• Wear airport-issued ID cards and uniforms properly.
• Attend safety drills and customer service training.

7. Sales & Promotion

• Promote ongoing offers or seasonal products.
• Encourage feedback through QR codes or feedback forms.
• Meet personal and store-level sales targets where applicable.

8. Reporting & Documentation

• Prepare end-of-shift reports: sales, feedback, complaints.
• Report any incident (e.g., lost item, theft) to the manager and security.