Customer Service Representative

Company Description

McDonald’s Australia is the largest quick service restaurant operation in the country. Fondly known as “Macca's”, we are a household name in Australia for over 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 As an employer of choice winner, working with us means taking pride and having fun along the way, while growing and developing your career in a dynamic and supportive environment. Not only do we offer flexible working arrangements and an attractive staff discount; but we provide an opportunity to work alongside other passionate and talented people every single day.

**Job Description**:
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
- Identifies emerging customer trends and business threats and communicates accordingly
- 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

**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**
- Experience in QSR industry and/or a customer service call centre is preferred however not essential
- 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
**The Maccas Difference**
- Free on-site gym (Thornleigh office)
- Birthday & Volunteer leave
- Access to hundreds of retail discounts including discounted Macca’s
- Highly flexible work environment
- Wellbeing initiatives including 24/7 Wellbeing partner for you and your immediate family
- 5th week of annual leave for you to recharge or spend how you wish
- Ongoing professional development opportunities in line with your career goals and passion

If you are energetic and keen to join a market leading brand connected to over 5 million customers and ample opportunity for personal growth, then APPLY today. You will be directed to an external link to apply.