Customer Service Lead

1 week ago

Thornleigh, Australia McDonald's Corporate Full time

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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

**What is the purpose of this role?**

To coordinate the day to day running of the Customer Service team and ensure the provision of an efficient and relevant service for responding to and actioning customer contacts. Provide support, mentorship and training for the team members to ensure efficient customer service operations. To assist with collaborating cross-functionally across the wider business to improve the customer experience overall.

**What will my key accountabilities be?**
- Overall responsibility for quality of customer interaction, inc. via digital channels (chat)
- Drives overall satisfaction of customer interaction as measured by Closed Loop survey and post chat satisfaction
- Team development with defined annual, monthly, and weekly plans including regular check-ins on performance
- Take operational leadership and represent Customer Service in IDT and war room meetings
- Initial escalation point for customers and team guidance
- Run weekly training sessions including regular Quality Assurance reviews
- Review workload requirements and adjust roster accordingly
- Facilitate weekly team meeting including recap of prior week launches, over view of upcoming launch and sharing Monday sauce information with team
- Regularly provides reporting and insights to the McDonald’s system
- Optimises resource efficiency by managing staffing calendar

**Your Background**

**Essential technical and behavioural skills**
- A clear, concise and honest communication both verbally and written
- Able to remain calm and composed under pressure and when resolving customer complaints
- Able to identify the most effective course of action to resolve customer complaints/inquiries including most effective escalation process
- Confident in providing constructive feedback
- Able to build strong working relationships
- Able to work under limited direction and displays a high level of initiative
- Able to give direction to coordinate tasks effectively
- Ethical and responsible, understands and adheres to McDonald’s Standards of Business Conduct always

**Additional Information**

**Why choose us?**

Employer of choice winner for the past four 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 someone who is eager to jump into a new position within a passionate team and market leading brand, then APPLY today

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