Job Description

Roles & Responsibilities

Order Management

• Receive customer orders via phone, in-person, or online platforms

• Accurately record order details (items, quantities, customer information, delivery address)

• Confirm order details with customers before processing

• Coordinate with kitchen/warehouse/stock staff to ensure orders are prepared correctly and on time

Delivery

• Pack and organize orders for delivery, ensuring accuracy and proper handling

• Deliver orders to customers within designated timeframes and service areas

• Collect payments (cash/card) on delivery where applicable, and issue receipts

• Maintain delivery vehicle/equipment in good condition and report any issues

• Follow safe driving/handling practices and comply with traffic and safety regulations

Customer Service

• Greet customers warmly and professionally, in person and over the phone

• Answer customer inquiries about products, pricing, availability, and order status

• Handle complaints, returns, or order issues calmly and resolve them or escalate when needed

• Build positive customer relationships to encourage repeat business

• Provide product recommendations or upselling when appropriate

Administrative

• Maintain accurate records of orders, deliveries, and payments

• Report daily delivery and sales summaries to a supervisor/manager

• Keep track of inventory levels related to orders, flagging shortages

• Ensure compliance with company policies and procedures

General

• Maintain a clean, organized, and presentable work and delivery setup

• Represent the company professionally at all times

• Support other team members and tasks during slow periods

Desired Candidate Profile

Experience & Background

• Prior experience in customer service, delivery, or order processing is preferred (but not always mandatory for entry-level roles)

• Experience handling cash and basic point-of-sale (POS) systems is a plus

• Familiarity with the local area/routes is an advantage for delivery efficiency

Skills & Abilities

• Good communication skills, both in-person and over the phone

• Basic numeracy skills for handling cash, change, and order totals

• Ability to multitask and stay organized under pressure (especially during peak hours)

• Problem-solving skills to handle customer complaints or order issues calmly

• Basic knowledge of smartphone apps/GPS navigation for deliveries

Personal Attributes

• Friendly, polite, and customer-focused attitude

• Punctual and reliable, with a strong sense of responsibility

• Physically fit and able to handle light lifting/carrying of order items

• Presentable appearance and professional demeanor

• Honest and trustworthy, especially when handling cash or payments

• Team player who can also work independently when out on deliveries

Requirements

• Valid driver's license (and clean driving record) if using a vehicle/motorbike for deliveries

• Own vehicle (or willingness to use company-provided vehicle), depending on business setup

• Minimum age requirement as per local labor law

• Basic literacy for taking down orders and reading delivery addresses

• Willingness to work flexible hours, including weekends/evenings if required