Customer Support Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $108,000

Are you looking for a career that allows you to work in a fast-paced, dynamic environment?

Help Center Coordinator Job Description

This role is ideal for someone who enjoys customer service and has strong communication skills. As a Help Center Coordinator, you will be the first point of contact for all help centre enquiries, working closely with every department to ensure restaurant questions, projects, and tasks are resolved quickly and effectively.

Your primary responsibilities will include:

  • Responding to all enquiries through Zendesk Customer Service Software in a professional and friendly manner
  • Liaising with stakeholders to actively assist, manage, and update restaurants, culinary & operations coaches, and franchisees with their questions
  • Ensuring all escalated enquiries have groundwork completed and information captured before being passed on
  • Conducting training for the broader business as required
  • Configuring and routing tickets to maintain the system's accuracy and up-to-date status
  • Providing reporting and insights weekly and monthly on tickets received
  • Preparing monthly supply chain reports in conjunction with the Help Center Team Leader
  • Supporting projects within the business to provide data, insight, and knowledge
Requirements

To be successful in this role, you will need:

  • A minimum of 2 years' experience in a similar role in a multi-site environment in QSR, hospitality, or food and beverage
  • Experience in customer service or customer-centric fields
  • High level of attention to detail and sound time management/organizational skills
  • Judgment and problem-solving skills, including exceptional influencing and conflict resolution skills
  • Excellent interpersonal and communication skills, both written and verbal
  • A passion for the industry and the ability to display and promote the energy and enthusiasm associated with it
  • Strong computer/IT acumen, including proficiency in Microsoft Office software (Word, Excel, PowerPoint, and Outlook)
  • Ability to develop competence in various systems, including Zendesk, Crunchtime, and related tools
  • Commitment to working in a team; able to learn from others and contribute to other's success
Benefits

We offer a range of benefits, including:

  • Career growth opportunities in Australia and internationally
  • The opportunity to become a franchisee
  • An annual bonus scheme
  • Paid parental leave
  • A GYG gift voucher

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