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 with passion and in-depth knowledge
Actively sampling providing product knowledge and introducing 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
Multitask 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 front of house
Monitor sales on a daily basis with a goal to maximize store profitability without sacrificing customer service
Timely ordering of merchandise and supplies with 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
Proficiency in Microsoft Office (specifically Excel and Powerpoint)
Confident and Interactive with a friendly disposition
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