Customer Service Coordinator

We are looking for a Social Media focused Customer Care Specialist to be a part of a dynamic marketing team and support our company growth.

Signature Hospitality Group has extensive hospitality experience and a demonstrated ability to build strong brands and businesses. Collectively the group includes The Sporting Globe Bar & Grill brand with 16 locations nationally, the well-known iconic American brand TGI Fridays with 15 locations across Australia and the W.J. Wills Eatery located in the heart of South Melbourne. The Signature Group is a fast-growing business that is looking for superstars to join the team.

This is a full-time role based in South Melbourne, calling out for an upbeat personality with exceptional customer service skills that delivers impact every time. If you love working with people, are a quick learner, enjoy an entrepreneurial team culture and pride yourself on getting things done right the first time, then this role is for you

The role of the Customer Service Co-ordinator will focus on the delivery and support of all guest interactions and communications for TGI FRIDAYS and The Sporting Globe. The role is supported by, and works alongside, the Customer Service Co-ordinator - After Hours role.
In addition, this role will be responsible for general day to day office administration and
marketing team support.

**PRIMARY RESPONSIBILITIES**
- Answer all incoming phone calls, responding to and directing internally as required.
- Handle all incoming and outgoing post and courier deliveries for the office.
- Monitor the front reception area, answering the security intercom and meeting and
- Greeting guests.
- Stocktake and ordering of office consumables including groceries and stationery.
- Establish systems and processes for administration duties required for efficient operation of the office.
- Social Media community management on Facebook and Instagram including responding to comments and messages and sharing relevant Instagram stories.
- Manage all incoming customer reviews to the customer service inboxes including Net Promoter Score.
- Manage all customer reviews, direct messages and comments on 3rd party platforms including (but not limited to) Facebook, Instagram, Google Business, Trip Advisor, The Fork and Zomato.
- Monitor Facebook and Instagram inboxes, responding to customers in 'real time' including outside standard business hours as required.
- Respond to all customer reviews, feedback and enquiries appropriately and in a timely manner.
- Resolve customer issues efficiently whilst adhering to brand communication
- standards & correct brand tone of voice.
- Support Loyalty function by resolving loyalty member enquiries.
- Support general day to day administration of online ordering including customer refunds and transfers.
- Manage the escalation and delegation of customer feedback from end to end, across multiple departments and stakeholders.
- Deliver the individual brand's tone of voice and ensure it is maintained when communicating to guests.
- A fun and energetic team environment
- Growing company with endless opportunities to learn and develop
- Interstate and International Brands
- Training & Development
- Discounts across the brands

**The successful applicant will be expected to demonstrate the below skills**:

- Minimum two years experience in a similar role
- Solutions finder
- Positive and resilient personality
- Desire and ability to work within a fast-paced environment
- Ability to keep internal and external stakeholders informed at the appropriate times
- Strong attention to detail and ability to multi-task
- Take accountability for actions
- Excellent verbal and written skills
- Work efficiently independently and in a team environment