Background of the Company
Lindt & Sprüngli (South Africa) (Pty) Ltd (Lindt SA) started operations in May 2011 and forms part of the Lindt & Sprüngli group of companies. With more than 150 employees, Lindt SA is based in Cape Town with strong regional presence in Johannesburg, Durban and Port Elizabeth and a network of 15 Lindt retail stores.
As global leader in the premium chocolate sector, Lindt & Sprüngli looks back on a long-standing tradition of almost 175 years which takes its origins in Zurich, Switzerland. Today, quality chocolate products by Lindt & Sprüngli are made at 12 owned production sites in Europe and the USA. The products are distributed by 28 subsidiary companies and branch offices, in around 500 Lindt shops and cafés, and also via a comprehensive network of more than 100 independent distributors around the globe.
Position Purpose
To be an ambassador of LINDT ensuring all customers receive a world class premium experience. Delivering exceptional customer service and achieve sales goals.
Customer Service and Sales
- Deliver exceptional customer service at all times, across all sections of the Chocolate Shop and over the phone
- Greeting all customers, “Welcome to Lindt”, hosting and providing a memorable experience
- Educating and informing customers on Lindt chocolate products and handling them with passion and in-depth knowledge
- Actively sampling provides product knowledge and introduces products through discussion of taste profiles and ingredients
- Awareness of daily sales budgets, actively upselling to increase customer transaction spend
- Inform all customers of current instore promotions, events, and directed information
- Provide customers assistance in the selection of quality Lindt products, encouraging additional sales
- Serving more than one customer at a time, acknowledging and communicating at all times
- Multi-task between completing store operational tasks and serving customers
- Processing the customer orders through the POS, and credit card transactions
- Own and manage individual tills, including counting floats and performing end of shift till procedure
- Preparing big customer orders
- Ensure complaints are addressed immediately by informing the Manager on duty
- Develop a rapport with regular customers encouraging repeat business. Maintain a pleasant friendly atmosphere within the store at all times
- Restocking and cleaning through the day
Product Knowledge
- Comprehensive understanding of products including, but not limited to, product specifications (handling, ingredients, storage, allergens)
- Product pricing, packaging, and category performance knowledge
- Comply with product management and handling procedures
- Compliance to food and hygiene and safety standards practicing good hygienic practices
General
- Work ethic to reflect the Lindt values and standards as outlined in the Credo and Lindt Policies & Procedures. Lead by example ensuring a harmonious and productive environment
- Record sampling and wasted products actively quality controlling products
- Perform open and closing procedures, signing off checklist
- Perform cleaning duties signing off checklist
- Perform temperature readings signing off checklist
- Maintain clean, tidy working areas at all times
- Ensure all fixtures, glass cabinets and floors remain clean and tidy throughout the day
- Ensure body language, mannerism, physical and verbal presentation upholds the company image and grooming policy
- Accepting courier deliveries and confirming all items are received against invoice
- Assisting in monthly stock counts
- Unpacking, moving and restocking products
- Using all instore equipment, machines and appliances
Work, Health and Safety
- Comply with all work health and safety requirements
- Report any damaged or dangerous equipment or property to management
Manual Handling
- Repetitive lifting and moving of Lindt stock which can weigh up to 12kgs per unit
- Moving stock from storerooms to the front of house
- Monitor sales on a daily basis with the goal to maximize store profitability without sacrificing customer service
- Timely ordering of merchandise and supplies with a focus on overall inventory management and loss prevention
- Daily reconciling of cash with sales receipts, daily paperwork and accounting, and other store administration
- Confident and interactive with a friendly disposition
- Excellent communication skills with a strong work ethic that can represent a premium brand
- Responsible and accountable in achieving individual goals and budgets
- Good time management skills (multi-tasking and prioritizing)
- Self-starter with the ability to work individually and in a team
- Immaculate grooming with excellent personal hygiene
Skills & Knowledge
- Customer Service
- Sales skills
- Ability to handle credit card transactions
Minimum Requirements
- Previous experience in customer service
- Previous experience in a similar retail environment
- Grade 12
- Confident and Interactive with a friendly disposition.
- Polite and Patient
- Proficiency in Microsoft Office (Specifically Excel and PowerPoint)
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