Customer Experience & Operations Executive

Job description

Desert Dessert is a growing dessert café brand specialising in handcrafted cakes, customised celebration cakes, artisanal gelato, and café offerings.

We are looking for a passionate, organised, and sales-driven Customer Experience & Operations Executive to join our team.

This is a dynamic role combining online customer service, sales order management, and café outlet operations. The ideal candidate enjoys interacting with customers, has a good understanding of cakes and desserts, and takes pride in delivering excellent service while driving sales.

Key Responsibilities 1. Customer Service & Online Sales

Manage and respond to customer enquiries through WhatsApp, social media, and online ordering platforms.

Assist customers with customised cake enquiries, product recommendations, pricing, and order arrangements.

Actively convert customer enquiries into confirmed orders through effective communication and upselling.

Provide accurate product information, including cake flavours, sizes, fillings, ingredients, and customisation options.

Handle customer feedback, complaints, and after-sales enquiries professionally.

Maintain positive customer relationships and encourage repeat purchases.

2. Online Order Management & Coordination

Process and manage online cake orders, pre-orders, and customer requests.

Ensure all order details, payment confirmations, collection dates, and delivery arrangements are accurately recorded.

Coordinate with the baking and production teams to ensure timely order fulfilment.

Monitor order progress and follow up on outstanding customer requests.

Maintain accurate order records and assist with daily sales reporting.

3. Café Outlet Operations

Oversee and support daily outlet operations to ensure smooth workflow and service efficiency.

Maintain high standards of customer service, outlet cleanliness, and product presentation.

Monitor inventory, product availability, and stock replenishment.

Coordinate with outlet staff and production teams on daily operational requirements.

Support outlet sales initiatives and promotional activities.

Assist in resolving operational issues and ensuring company procedures are followed.

Provide hands-on operational support when required.

4. Administrative & Creative Support

Perform basic administrative duties, including data entry, order tracking, and sales reporting.

Assist with simple promotional designs, product labels, signage, and printing.

Use basic design applications such as Canva when required.

Support marketing campaigns, seasonal promotions, and new product launches.

Maintain organised digital records and customer order documentation.

Job Requirements Essential Requirements

Previous working experience in a café, bakery, dessert shop, or related F&B environment.

Basic knowledge of cakes, baking, and dessert products.

Passion for customer service with a friendly, patient, and professional attitude.

Sales-driven mindset with confidence in recommending products and converting enquiries into sales.

Good communication and interpersonal skills.

Basic computer literacy, including Microsoft Excel, Word, email, and online applications.

Good organisational skills with strong attention to detail.

Ability to multitask, prioritise responsibilities, and work independently.

Responsible, proactive, and willing to take ownership of daily tasks.

Comfortable working in a fast-paced café environment.

Willing to work weekends and public holidays according to the work schedule.

Preferred Skills & Experience

Experience handling customised cake orders or bakery customer enquiries.

Familiarity with WhatsApp Business, Instagram, and online ordering platforms.

Basic Canva or graphic design knowledge.

Experience in café outlet supervision or operations.

Familiarity with POS systems, inventory management, and sales reporting.

Who We're Looking For We are looking for someone who:

Genuinely enjoys customer interaction and delivering excellent service.

Has an interest in cakes, desserts, and café culture.

Is confident in communicating with customers and recommending products.

Has a positive attitude towards sales targets and business growth.

Is organised, resourceful, and attentive to details.

Is comfortable using computers and learning new systems.

Can balance customer service responsibilities with outlet operations.

Is a team player with a strong sense of responsibility.

Is willing to learn, take initiative, and grow with the company.

What We Offer Opportunity to grow with an expanding local dessert café brand.

A dynamic role combining customer service, online sales, and café operations.

Exposure to customised cakes, online order management, and retail operations.

Opportunities for career progression and professional development.

Supportive and collaborative working environment.

Interested applicants are invited to submit their resume with the following information:

Relevant work experience

Current and expected salary

Earliest available commencement date

Join Desert Dessert and be part of a team passionate about creating memorable dessert experiences!