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1. Main Function of the Role:

The Customer Experience Team Member (CETM) is responsible for delivering world-class customer service by executing CHAMPS standards, preparing KFC food products to quality standards, and maintaining cleanliness and hygiene throughout the restaurant. This role ensures a positive dining experience by being courteous, efficient, and responsive to customer needs, while also supporting kitchen and front-of-house operations.

 

2. Key Performance Areas

• Food Preparation & Quality Control

  • Prepare and store KFC food products according to company standards.
  • Pack and maintain side items adhering to approved holding times and temperatures.
• Customer Service Excellence
  • Greet and serve customers with friendliness, efficiency, and professionalism.
  • Execute CHAMPS customer service standards consistently.
  • Use suggestive selling techniques to enhance customer satisfaction.
• Cleanliness & Hygiene
  • Maintain clean and tidy work areas at all times.
  • Clean and sanitize equipment and surfaces regularly.
  • Follow food safety and hygiene procedures diligently.
• Cash Handling & POS Operation
  • Operate the cash register in accordance with KFC cash handling policies.
  • Accurately process customer orders and ensure correct change is given.
• Team Support & Task Execution
  • Collaborate with team members and management for smooth service delivery.
  • Take initiative in carrying out additional tasks as needed to support operations.

 

3. Qualifications and Experience:

• Minimum Educational Requirement:
  • High School Certificate (Matric / Grade 12) – Essential
• Work Experience:
  • At least 1 year of relevant experience in a customer-facing or retail role – Preferred

 

4. Skills and Attributes

Core Competencies:

• Customer Orientation – Strong focus on customer satisfaction and service delivery.
• Interpersonal Skills – Ability to build rapport and collaborate well in a team.
• Emotional Intelligence – Maintains a calm, respectful, and empathetic approach under pressure.
• Problem Solving – Quick thinking to manage product shortages or customer concerns.
• Accountability & Dependability – Takes ownership of tasks and follows through.
• Basic Numeracy & English Proficiency – Able to perform basic calculations and understand communication clearly.
• Tech Savvy – Comfortable operating modern POS and kitchen equipment.

Personal Attributes:

• Diligent and Consistent – Demonstrates reliability and steady performance.
• Resilient – Able to handle demanding customers and busy environments with professionalism.
• Energetic & Enthusiastic – Brings positivity and a can-do attitude to the workplace.
• Aspiration-Driven – Eager to grow, improve, and contribute to team success.

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