Customer Experience & Communications Officer

Foodco Group; North Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

Foodco Group is seeking a Customer Experience and Communications Officer for our North Sydney Head Office on a 6-month maximum term to cover parental leave. You will be the first point of contact for customer feedback and provide essential support to our customer service team.

In this role you will respond to feedback across channels, maintain survey databases, identify training needs, and assist with CRM and Live Chat/ChatBot systems.

Qualifications

• Strong communication and problem-solving skills.
• Advanced Microsoft Office skills and experience with CRM systems.
• Experience as an Office Administrator is highly regarded.

Responsibilities

• Respond to customer feedback across emails, phone, and web channels and follow up to resolve issues.
• Keep feedback databases and customer experience surveys up to date.
• Support the customer service team to resolve complex matters with written and verbal responses.
• Identify training needs based on customer feedback and trends.
• Build and revise customer surveys to capture data regularly and on time.
• Communicate feedback to franchisees and Foodco teams; prepare and distribute reports.
• Support marketing campaigns across digital channels through posting and monitoring relevant content.
• Assist with Live Chat and ChatBot administration; contribute to other projects (Zendesk preferred).

Skills

Communication

Problem solving

Time management

Microsoft Office

Tools

Zendesk

Live Chat systems

ChatBot systems

Job description

Customer Experience & Communications Officer

Foodco is an established leader in casual dining. With close to 300 cafe outlets throughout Australia, you may know us by our brands: Muffin Break and Jamaica Blue. We are all about excellent coffee and menu items freshly made in our cafes.

An opportunity has become available at our North Sydney Head Office for a customer-focused Customer Experience and Communications Officer to join us on a 6-month maximum term, covering a period of parental leave.

Your Role

You will be the first point of contact for customer feedback and a key support to our wider customer service team. In this role you will:

• Respond to customer feedback across a variety of channels, including emails, phone calls and web feedback, and follow up and resolve the issues raised.
• Keep the customer feedback, comment card and customer experience survey databases accurate and up to date.
• Support the customer service team to resolve complex matters, providing direction and input into written and verbal responses.
• Identify training needs based on customer feedback and trends.
• Build and revise customer surveys so relevant data is captured regularly and on time.
• Communicate customer feedback to the appropriate franchisees and Foodco teams, and prepare and distribute reports as needed.
• Support local and national marketing campaigns across digital channels through posting and monitoring of relevant content.
• Support with the administration of our Live Chat and ChatBot systems, and contribute to other projects as they arise (experience with Zendesk highly regarded)

Success in this role is measured on your contribution to our NPS score and your responsiveness, so a genuine connection to the purpose of the role matters.

Experience and Skills

Ideally you have strong communication and problem-solving skills, a professional manner in every situation, and a sharp eye for detail. You are well organised with strong time management, comfortable working to the spread of business and trade hours, and able to juggle multiple open matters at once.

You will bring advanced Microsoft Office skills and experience with Customer Response Management (CRM) systems. Previous experience as an Office Administrator is highly regarded.

Location

This position is based at our Sydney Head Office in North Sydney.

We are proud of our diverse workforce, and what unites us are our EPIC values of Excellence, Passion, Integrity, and Camaraderie, values that guide everything we do, every day.