Social Media and Online Order Handler

Kathmandu Fresh Bakery is looking for a responsible, quick, and customer-friendly Social Media and Online Order Handler to manage our social media inboxes, respond to customer inquiries, and handle all online and web-based orders smoothly from order receipt to delivery. The ideal candidate should be polite and professional in communication, efficient with social media platforms, web-based ordering systems, POS etc and capable of coordinating with production, outlets, and delivery teams to ensure every order is accurate and on time. Key Responsibilities Respond promptly and politely to customer messages, comments, and inquiries on Facebook, Instagram, WhatsApp, Viber, TikTok, and other platforms. Receive, confirm, and record orders from social media, phone, website, and delivery apps, including regular, custom cake, and bulk orders. Manage and monitor web-based and online orders daily, and ensure they are processed accurately and on time. Enter and track orders in the POS system and keep order records updated. Coordinate with the production team, outlets, and delivery staff regarding order details, cake designs, messages, delivery time, and special requests. Confirm order details, payments, advance amounts, and delivery addresses with customers. Follow up with customers for order confirmation, feedback, and after-delivery satisfaction. Handle customer complaints and order issues professionally, and report them to management. Maintain daily, weekly, and monthly order reports and records using Excel and Word. Update product availability, prices, offers, and menus on social media pages, website, and online ordering platforms. Assist in posting product photos, stories, and promotional content as directed by the marketing team. Maintain a positive brand image and ensure consistent tone and quality in all customer communication. Coordinate with the accounts team regarding online payments, QR/digital payments, and order-related transactions. Minimum 1–2 years in social media handling, customer service, online order management, or a similar role (experience in bakery, cafe, food, retail, or FMCG preferred) Bachelor's degree, +2, or equivalent qualification in Management, Business Studies, Mass Communication, Hospitality, or a related field. Excellent communication skills in Nepali and English, both written and verbal. Strong knowledge of social media platforms and messaging apps (Facebook, Instagram, WhatsApp, Viber, etc.). Good working knowledge of Microsoft Word and Microsoft Excel. Experience with web-based ordering systems and POS software. Fast typing skills and good attention to detail, with accuracy in recording orders. Ability to handle multiple chats and orders at the same time, especially during busy hours and festival seasons. Polite, patient, and customer-friendly attitude. Basic understanding of bakery products, pricing, and order processes is an advantage. Willingness to work flexible hours, including weekends and festival periods, as required. Honest, disciplined, organized, and accountable. What We Offer Competitive salary based on experience and capability Performance-based incentives Career growth opportunities Professional and dynamic working environment Opportunity to grow with a popular bakery and cafe business None