Service Ambassador

BreadTalk Pte Ltd; Singapore; On-site; SGD 20,000 - 27,000; Full time

Job summary

BreadTalk Pte Ltd is seeking a Service Ambassador to deliver exceptional customer experiences in a busy Singapore outlet. You will welcome guests, assist with seating, and guide them through ordering and payments, while upselling products and promotions.

Role requires strong communication, a service mindset, and a willingness to work shifts, weekends, and public holidays to ensure a welcoming dining environment and flawless outlet operations.

Qualifications

• People-oriented approach with comfort meeting new customers.
• Clear, confident English communication and listening.
• Strong focus on customer service and satisfaction.
• Sales mindset with upsell and cross-sell awareness.
• Ability to manage multiple tasks in a fast-paced environment.
• Proactive attitude with responsibility and adaptability.
• Willingness to work shifts, weekends, and public holidays.

Responsibilities

• Proactively greet and engage customers in a warm, professional manner.
• Assist with seating, guide ordering, and manage table interactions.
• Solicit feedback and resolve service concerns promptly and empathetically.
• Promote products, campaigns, and upsell opportunities to drive sales.
• Maintain outlet cleanliness, displays, and merchandising standards.
• Operate cashiering tasks and handle transactions per SOPs.

Skills

People-oriented

Effective communication

Customer service orientation

Sales-driven mindset

Multi-tasking

Proactive

Shift flexibility

Job description

The Service Ambassador plays a key role in delivering an exceptional and memorable customer experience while upholding the company's brand values and service standards. This role focuses on proactive customer engagement, ensuring customer satisfaction, promoting the company's products and merchandise, and maintaining a welcoming dining environment.

Service Ambassadors are expected to take ownership of the customer journey, from welcoming and assisting customers to gathering feedback and resolving service concerns. They should demonstrate strong interpersonal skills, a service-oriented mindset, and the ability to identify opportunities to enhance the customer experience and drive sales.

Key Responsibilities

1. Customer Engagement & Experience

• Proactively approach, greet, and engage customers in a warm, friendly, and professional manner.
• Assist customers in finding available seats and ensure a smooth and welcoming dining experience.
• Conduct regular table visits ("table buzz") to check on customers' dining experience, anticipate their needs, and offer assistance where necessary.
• Actively solicit customer feedback on products, service, and overall dining experience.
• Attend to customer enquiries, requests, and special arrangements, including cake orders, bookings, and delivery coordination.
• Guide customers on the use of SOK and provide assistance where necessary to ensure a smooth ordering and payment experience.

2. Service Recovery & Customer Satisfaction

• Take ownership of customer concerns and complaints, addressing them promptly, professionally, and empathetically.
• Perform service recovery in accordance with company guidelines to resolve service issues and restore customer confidence.
• Escalate unresolved or complex customer issues to the appropriate supervisor or management.
• Follow up on customer concerns where necessary to ensure satisfactory resolution.
• Maintain a positive and professional attitude when handling challenging customer interactions.

3. Sales & Merchandise Promotion

• Demonstrate good product knowledge and actively recommend products based on customers' preferences and needs.
• Promote the company's merchandise, products, and ongoing campaigns to drive sales.
• Identify opportunities for suggestive selling, upselling, and cross-selling during customer interactions.
• Communicate product features, promotions, and special offerings confidently and accurately.
• Contribute towards achieving outlet sales targets through proactive customer engagement.

4. Outlet Operations & Standards

• Maintain the cleanliness and presentation of the outlet, including dining areas, product displays, trays, and equipment.
• Ensure customers are seated promptly and dining areas are maintained in a clean and presentable condition.
• Perform food preparation tasks (e.g. Flosss topping) in accordance with established SOPs.
• Ensure product displays are consistently replenished, visually appealing, and aligned with merchandising standards.
• Adhere strictly to food hygiene, health, and safety guidelines.
• Support daily outlet operations and perform ad-hoc duties as assigned.

5. Cashiering & Transaction Management

• Operate POS systems efficiently, including handling discounts, vouchers, promotions, and staff meals.
• Execute purchase, return, and void transactions accurately and in compliance with company procedures.
• Perform cashier opening and closing procedures independently.
• Safeguard and prepare daily cash deposits in accordance with company SOPs.

6. Brand Representation & Teamwork

• Uphold and promote the company's brand values through professional conduct and service excellence.
• Create a welcoming, inclusive, and pleasant environment for all customers.
• Demonstrate ownership, accountability, and initiative in delivering consistent service standards.
• Work collaboratively with team members to ensure smooth outlet operations and a seamless customer experience.

Requirements

• People-oriented personality – enjoys meeting and interacting with new people, comfortable starting conversations and making customers feel at ease.
• Effective communication skills – able to read and speak in English clearly and confidently, listens attentively and responds in a friendly, helpful manner.
• Strong Customer service orientation – willing to go the extra mile to make customers feel valued, handling requests or issues with patience, empathy, and positivity.
• Sales-driven mindset with ability to influence and upsell.
• Able to thrive in a fast-paced, team-oriented environment.
• Responsible, adaptable, and proactive in managing multiple tasks.
• Willingness to work shifts, weekends, and public holidays.