Customer Experience & Operations Executive

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!