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1. Main Function of the Role

To provide world-class customer service by welcoming guests, enhancing their dining experience, assisting with ordering, and ensuring every customer interaction reflects KFC's brand values and service standards.

2. Key Performance Areas

Customer Service

• Welcome and engage customers to create a positive first impression.
• Deliver exceptional hospitality throughout the customer journey.
• Assist customers with kiosk ordering and eCommerce services.
• Resolve customer queries and complaints professionally.
• Promote menu items, offers, and the Add Hope initiative.

Restaurant Operations

• Maintain a clean, safe, and welcoming front-of-house environment.
• Support service delivery providers and drivers.
• Observe customer needs and provide proactive assistance.
• Ensure compliance with sanitation, health, safety, and food hygiene standards.

Brand Standards

• Deliver the KFC Feel-Good customer experience.
• Adhere to Yum! culture principles and company values.
• Maintain excellent service standards at every customer touchpoint.

3. Qualifications & Experience

Qualifications

• Grade 12 / Matric Certificate (mandatory)

Experience

• Minimum of 1 year's continuous employment with one employer.
• Previous experience in customer service, retail, hospitality, or a restaurant environment (advantageous).
• Experience interacting with customers and resolving customer queries.
• Basic computer literacy and confidence using digital devices or self-service kiosks.
• Basic understanding of health, safety, and hygiene practices.

4. Skills & Attributes

• Excellent customer service skills
• Strong communication and interpersonal skills
• Friendly, professional, and approachable
• Ability to work well in a team
• Emotional intelligence and empathy
• Problem-solving skills
• Resilience and ability to remain calm under pressure
• Accountability and dependability
• Basic numeracy and English proficiency
• Technology savvy and confident using kiosks
• Attention to detail

 

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