Experience Associate at Tawona Foods Limited

Tawona Foods Limited is recruiting suitable candidates to fill the position below:

Job Title: Experience Associate 

Location: Abuja (FCT)
Employment Type: Full-time
Reporting Relationship: You will report to the Head of Administration

Job Summary

• The Experience Associate is responsible for managing customer interactions, processing orders, and ensuring a seamless sales experience for both online and in-person customers. 
• This role involves handling customer inquiries, recommending menu items, managing payments, and maintaining accurate order records. 
• The Experience Associate also plays a critical role in customer engagement, daily sales tracking, and ensuring a smooth operational workflow between the kitchen and service areas. 
• Additionally, this role requires collaboration with kitchen staff, management, and customers to enhance service delivery and drive sales performance.

Responsibilities of the EA
Sales & Order Management:

• Send out daily menus via WhatsApp, email, and social media platforms.
• Take customer orders over the phone, on WhatsApp, and through TAWONA’s social media accounts.
• Provide menu recommendations, and answer customer inquiries about ingredients, portions, and allergy concerns.
• Upsell and inform customers about daily specials to maximize revenue.
• Ensure accurate communication of orders to the expediter and kitchen staff.
• Print and issue receipts, ensuring proper documentation of each transaction.
• Process customer payments via cash, mobile payment platforms, or POS systems.

Customer Relationship & Service Excellence:

• Engage with customers professionally, maintaining a friendly and welcoming atmosphere.
• Ensure prompt and efficient resolution of customer complaints and escalate major concerns when necessary.
• Maintain a record of customer preferences, dietary restrictions, and frequent orders for personalized service.
• Collect customer feedback through online reviews, direct inquiries, and surveys to enhance service delivery.

Social Media & Online Engagement:

• Respond to customer inquiries on WhatsApp, Instagram, and other online platforms in a timely manner.
• Promote menu specials, discounts, and loyalty programs to drive engagement and repeat business.
• Monitor online order trends and provide insights for sales improvement.

Administrative & Support Functions:

• Maintain an organized and clean workspace to ensure a professional sales environment.
• Support the expediter and kitchen team in coordinating meal and order dispatch.
• Handle all TAWONA equipment, devices, and materials with utmost care.
• Assist with inventory tracking, notifying management when supplies are low.
• Step in as a waiter when required, ensuring smooth in-café customer service.
• Perform other duties assigned by the supervisor and management.

Educational Qualification & Experience

• Minimum of OND or equivalent qualification in Business Administration, Sales, Marketing, Hospitality, or a related field.
• Additional training in customer service or food service management is an advantage.
• 1 - 3 years of experience in sales, customer service, or food service roles.
• Experience working in a restaurant, café, or hospitality-related business is preferred.
• Proficiency in Point-of-Sale (POS) systems for processing payments and issuing receipts.
• Basic knowledge of Microsoft Office Suite (Word, Excel) or other order-tracking systems.
• Experience with WhatsApp Business, Instagram, and other social media platforms for handling customer inquiries and taking orders.
• Ability to engage customers professionally and handle inquiries with enthusiasm.
• Strong persuasive skills to recommend menu items and drive sales.
• Ability to manage high-volume customer orders efficiently.
• Excellent verbal and written communication skills for interacting with customers in person, over the phone, and online.
• Strong attention to detail to ensure accurate order-taking and smooth coordination with the kitchen team.

Technical Skills, Behaviour & Competencies:

• Prioritizes customer satisfaction and service excellence.
• Ensures accuracy in order processing, payment handling, and record-keeping.
• Takes initiative to resolve customer issues and suggest sales improvements.
• Works effectively with kitchen staff, expediter, and management.
• Maintains a high level of honesty, punctuality, and responsibility.
• Thrives in fast-paced, high-pressure environments.
• Ensures workstation hygiene and proper handling of company equipment.
• Ability to handle multiple customer orders simultaneously without errors.
• Experience working in fast-paced environments with quick turnaround times.

Work environment:

• Fast-paced, customer-driven environment requiring quick thinking and multitasking.
• Interaction with customers both in-person and online, requiring a friendly and professional demeanour.
• Collaboration with the kitchen and service staff to ensure smooth order processing.
• Flexible work hours, including weekends and peak business periods.
• Occasional standing for extended periods while handling customer interactions and processing orders.

Application Closing Date
23rd April, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online