Restaurant Brands Looking for Customer Care Representative at Auckland City, Auckland Full Time

Restaurant Brands is a corporate franchisee and specialises in managing multi-site branded food retail chains. Restaurant Brands is listed on the New Zealand Stock Exchange and currently we have 200 stores across New Zealand for KFC, Pizza Hut, Carl’s Jr. and Taco Bell.

We employ over 3500 staff across NZ and serve over 60,000 customers every day!

The role:

The Customer Care Representative will be the customer champion by delivering excellent customer care through proactive and timely responses to all enquiries relating to products and services across all customer channels and retail brands.

• Be a ‘Champion’ for both the customer and RBL (internally and externally) through pro-actively responding to incoming enquiries via email, surveys, website, social media and telephone channels, within RBL guidelines
• Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and pro-actively adapt to needs of queue and service levels
• Identify and evaluate opportunities to increase customer retention and satisfaction through the use of our products and services
• Professionally and appropriately articulate responses to social media messages including Facebook, Twitter and Instagram platforms.
• Develop highly effective relationships across RBL with all internal and external customers
• Provide customer feedback to Marketing and Product Development to drive innovation and product improvements
  Ensure all entries into the customer database are accurate and up to date with appropriate customer information including progress and resolution

Experience we are looking for:

• 3-4 years of proven experience in best-practice customer services management
• Demonstrated skill in creative thinking, problem solving and conflict resolution
• Significant experience in high volume, customer focused initiatives
• Ability to develop and maintain highly effective relationships and networks with individuals and groups inside and outside RBL
• Highly developed written and oral communication skills
• Ability to respond quickly to demands, act independently, and work under pressure
• An ability to maintain confidentiality and discretion in dealings
• Ability to be self-directed and motivated, demonstrating a proactive and innovative approach with a high level of initiative
• Proficient user of Microsoft Office, including Word, Excel and PowerPoint
• Experience with Zendesk and Paymark
• Prior experience with customer service management through Social Media desirable

What we can offer:

• Working with internationally recognised Brands
• Ongoing professional growth within a highly engaged wider team
• The opportunity to grow your career within the company
• Active on-site social club
• Group Discounted Health Scheme
• Great work-life balance – Remote working option with flexible work hours negotiable

If you think you’ve got what it takes then we’re keen to talk with you! Please apply online to express your interest.