Counter Staff

Key Responsibilities1. Customer Service

• Greet customers warmly and understand their requirements.
• Explain products, offers, combos and ongoing promotions.
• Take customer orders accurately and ensure a smooth experience.
• Handle customer questions and basic complaints professionally.
• Ensure no customer is left unattended or without a response.

2. Billing & Payments

• Generate accurate bills for every order.
• Ensure customer name and phone number are entered on every bill.
• Handle cash, card, UPI and other payment methods correctly.
• Verify payment before handing over the order.
• Maintain proper cash handling and report discrepancies immediately.

3. Order Preparation & Packing

• Coordinate with the kitchen/production team for order preparation.
• Check the order before handing it to the customer or delivery partner.
• Ensure correct products, quantities and add-ons are packed.
• Follow proper packing standards for dine-in, takeaway and delivery orders.

4. Product Knowledge

• Have good knowledge of Brownie Heaven products, flavours and ingredients.
• Understand current offers and discounts.
• Explain products clearly to customers and suggest suitable products when required.
• Follow the approved recipes, portion sizes and presentation standards.

5. Hygiene & Grooming

• Wear proper uniform, hairnet and shoes while on duty.
• Maintain personal hygiene and a clean appearance.
• Keep the counter, display area and customer area clean.
• Follow all food safety and hygiene procedures.

6. Outlet Operations

• Follow outlet opening and closing procedures.
• Ensure the outlet is ready for customers on time.
• Monitor product availability and inform the manager when stock is low.
• Follow FIFO, expiry and wastage procedures.
• Report damaged, expired or missing products immediately.

7. Customer Complaints

• Listen to customers patiently and professionally.
• Try to resolve basic concerns immediately.
• Inform the Outlet Manager about serious complaints.
• Never argue with or misbehave with customers.
• Follow up to ensure the issue has been properly addressed.
• RequirementsPrevious experience in retail, restaurant, café, bakery or customer service is preferred.
• Good communication and customer-handling skills.
• Basic billing/POS knowledge preferred.
• Basic knowledge of cash and digital payments.
• Positive attitude and willingness to learn.
• Ability to work in a fast-paced outlet environment.
• Team player with good discipline and punctuality.