Customer Service Manager

6 days ago

Port Melbourne, Australia NeNe Chicken Australia Full time

Having arrived in Australia in 2015, NeNe Chicken has rapidly grown to 43 outlets across Australia. To support our growth profile and to service our network of franchisees NeNe Chicken Australia is seeking to hire a full time Customer Service Manager.

**About Us**:
NeNe Chicken is a rapidly growing and popular chain of Korean Fried Chicken outlets in Australia. We are all about creating excitement through our crispy and fresh Fried Chicken. The NeNe difference is the marination and batter mix which increases the juiciness and crispiness of the chicken. Top it off with heaps of coating flavours and it's easy to understand why NeNe Chicken is proving to be so popular

**ROLE and RESPONSIBILITIES**:
Key Tasks:

- Development, implementation and review of NeNe Chicken end customer & Franchisee complaints system, NeNe Chicken New Product Launches, and Prospective Franchisee Engagement System
- Development, implementation and review ofEmployee internal complaints systems, promotional system and Franchisee Outlet level employee recruitment system for Franchisee Outlet level team member positions (front of house and back of house)
- Develop Franchisee Outlet Level Front of House best practice customer interaction checklist
- Develop in conjunction with the NeNe Chicken General Manager a rewards and incentive program for Franchisee Outlet Level team members to increase motivation and compliance with NeNe Chicken franchise systems.
- Develop and monitor a NeNe Chicken and its franchisee’s End Customer Net Promoter Score (NPS) program.
- Develop and implement policies and procedures in conjunction with the NeNe Chicken General Manager to improve the NPS scores over time.
- Interact and Liaise with NeNe Chicken Marketing and Business Development Managers or relevant third parties to develop, enact and monitor the above tasks

**About You**:

- Bachelor/Masters Degree
- Relevant working experience in Customer service management. Preferably within a franchising environment.
- Exceptional attention to detail, ability to accurately curate reports for the General Manager on Customer Service issues.
- Excellent communication skills, ability to meet tight deadlines and multitask.
- A team player.

Remuneration: $73,500 + superannuation.

PLEASE NOTE: DUE TO THE VOLUME OF APPLICATIONS WE RECEIVE FOR THIS TYPE OF POSITION, ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.

Pay: Up to $73,500.00 per year

Ability to commute/relocate:

- Port Melbourne, VIC 3207: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

Work Location: In person

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