Customer Service Representative

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**Company Description**

**McDonald’s **Australia is the largest quick service restaurant operation in the country. Fondly known as “Maccas”, we are famous in the global McDonald’s world for adding beetroot to our Aussie burgers and creating the world’s first McCafé in Melbourne. A household name in Australia for almost 50 years, we believe that our customers are the heart and soul of everything we do and make it our mission to make every moment count

Our Customer Service Team is looking for some food obsessed Customer Service Representatives to join their dynamic team during the infamous Monopoly campaign. Your day to day will involve professionally and efficiently responding to a variety of customer enquiries. You will be empowered to give our customers a fantastic customer service experience and given plenty of training so you can be your best. Your will be part of a supportive team and your manager will provide continuous advice and mentorship.

**What are the focus points of the role?**
- Responds to customers through written and verbal communication according to department standards and guidelines
- Log calls as required
- Identifies emerging customer trends and business threats and communicates accordingly
- Participates in the development and distribution of standardized customer responses such as form letters/paragraphs/E-mails, Q&A's, and other verbal responses
- Handles and/or escalates sensitive, urgent and special customer situations as appropriate
- Responds to questions from internal departments, restaurant managers and operators, and suppliers regarding any area of the McDonald's business
- Understands and identifies issues and/or trends and ensures that feedback is forwarded to Customer Service, Supervisors or Managers
- Identifies the need for new internal resources (e.g., phone, history, record retention and documentation) and assists with the development and/or management of these resources
- Use and maintain Care Database
- ensuring accurately recorded information
- Provides input for department improvements including processes and functions
- Assists with on-the-job training for appropriate audiences
- Completes assigned projects

**Qualifications**

**What do I need to be successful in the role?**
- Proactive and demonstrated prior experience working under mínimal supervision in a team environment
- Demonstrated ability to remain calm in high-pressure situations
- Strong in written and verbal communication skills including being able to articulate self in a professional manner
- Basic knowledge in the use of Microsoft programs including Excel and Word

**Desirable skills**
- Minimum 12 months experience in QSR industry and/or a customer service call centre
- High level of personal motivation and initiative in driving own development
- Strong attention to detail and thorough in ensuring accurate and complete records in CRM
- Able to prioritise work effectively and organise priorities in a fast-paced environment
- Enjoys working in a fast-paced and dynamic environment
- Skilled in active listening and questioning in order to understand and obtain facts and information and record accurately
- Skilled in problem solving and analysis
- Skilled in recognising customer trends
- Knowledgeable in Social Media Networks

**Additional Information**

**Why choose us?**

Employer of choice winner for the past three years, McDonald’s Australia is defined by its culture. Our culture is an expression of why and how we do things around here. It influences the way we interact with each other, and how we interact with our customers, franchisees and suppliers. It is our purpose to feed and foster the community; and our mission is making delicious, feel-good moments easy for everyone.

Not only do we offer flexible working arrangements, a bonus week of annual leave and a market leading incentive scheme; but we provide an opportunity to work alongside other passionate and talented people every single day.

**Join our team**

So if you are eager to jump into a new position within a passionate team and market leading brand, then APPLY today