Help Center Coordinator

Company Description

At Guzman y Gomez Mexican Kitchen, our mission has always been to reinvent fast-food. We're Australia's only fast-food restaurant to be 100% clean, meaning there are no added preservatives, artificial flavours, added colours or unacceptable additives in our food. We're incredibly proud of our amazing people, and the unique way we celebrate Mexican culture in everything we do.

Job Description

We're excited to share that we're looking for two amazing team members to join us in this role:

Role 1: Sunday to Thursday

Be the go-to person for restaurants during the busy start of the week. Provide coverage during peak Help Centre activity on Sundays and early weekdays.

Role 2: Tuesday to Saturday

Focus on mid-to-late week support, including coverage for Saturday trading.

Both roles are essential to ensuring our restaurants have consistent support every day of the week, helping us deliver best service to our guests. You'll be the first point of contact for all Help Centre enquiries, working closely with every department to make sure restaurant questions, projects, and tasks are resolved quickly and effectively.

• Answers all enquiries that come through the Zendesk Customer Service Software, in a professional and friendly manner for restaurants in GYG Australia, GYG USA and Hola Central (Aus).
• Liaises with all stakeholders to actively assist, manage, and update restaurants, Culinary & Operations Coaches and Franchisees with their questions.
• Ensures that all enquiries coming through and requiring escalation have the groundwork completed and information captured before being passed on.
• Conduct Training for broader business as required.
• Configuration and routing of Tickets to ensure the system is maintained and up to date.
• Support Crunchtime configuration to ensure the system is maintained and up to date.
• Provides reporting and insights weekly and monthly on tickets being received.
• Prepare Monthly Supply Chain reports in conjunction with the Help Center Team Leader.
• Support projects within the business to provide data, insight, and knowledge.

Solving daily issues: proactive communication with Restaurants and Suppliers via various communication channels to address Supply and/or Quality issues as required to maximize inbound Customer Service.

You'll enjoy this role if you have:

• A minimum of 2 years' experience in a similar role in a multi-site environment in QSR, hospitality, or Food and Beverage.
• Experience in customer service or customer-centric fields.
• High level of attention to detail and sound time management/organizational skills
• Judgment and problem-solving skills, including exceptional influencing and conflict resolution skills.
• Excellent interpersonal and communication skills, both written and verbal.
• Has a passion for the GYG brand and the ability to display and promote the energy and enthusiasm associated with the brand.
• Strong computer/IT acumen including the ability to use Microsoft Office software (Word, Excel, PowerPoint, and Outlook)
• Ability to develop competence in various GYG systems including Zendesk, Crunchtime, and related tools.
• Commitment to working in a team; able to learn from others and contribute to other's success.

Benefits

We're incredibly proud of our amazing people and always have each other's backs. Whether you're working in restaurant, at our Hola Central head office or as one of our partners, we are so passionate about living our values every single day.

These are just some of the benefits that come with working at GYG:

• Career growth – Australia and internationally
• Opportunity to become a franchisee
• Annual bonus scheme
• Paid parental leave
• GYG gift voucher