Customer Support Officer

• Work with an iconic Restaurant chain where you can make a real difference.
• Amazing benefits like half day Fridays in summer, hybrid work and FREE Chicken!
• Want to upsize? Career development is definitely down the track.

Chargrill Charlie’s is your family’s favourite chicken shop first opening its doors in Coogee in 1989. Since then we’ve only kept on growing, bringing our homestyle cooking and signature flavours to our customers. It’s not every day that a chicken shop develops a genuine cult following. It’s not just the chicken salt ​and homemade favourites that keep people coming back.
Chargrill Charlie’s has a unique flavour and personality that’s all our own… and that’s where you come in.

About the role
Working closely with the Chargrill Charlie’s operations and marketing team and reporting directly to the CEO, this role provides key administrative support for the brand. In addition, this role provides direct customer support to customers and supports the brand’s catering offerings.

Key Activities Include
Customer Service and Loyalty Support

• Build positive customer relations through timely responses and acknowledgement of customer feedback in accordance with the Brands Customer Guidelines. This includes but is not limited to general customer inquiries, feedback, as well as complaints and disputes.
• Complete all customer-related administrative duties such as data entry, order processing and follow-up calls. Maintain accurate customer records and follow up actions.
• Complete administration and customer service tasks relating to Customer Loyalty and Digital Loyalty platforms. This includes but is not limited to receiving and acknowledging customer feedback, claims for reimbursement and maintaining the loyalty points system.
• Create and maintain all customer service reference materials and How To process guides.

Catering Support

• Provide customer service and support all catering-related queries including advice, ordering and recommendations.
• Investigating, resolving, or escalating all catering complaints in a timely fashion.
• Completing all catering administration tasks via the catering system. Communicate directly with Franchisees and Customers regarding catering matters.
• Reporting and analysis of catering activity including the collation of data and insights.

General Administration

• Support the Chargrill Charlies team by providing effective administrative support. This includes but is not limited to coordinating travel bookings, accounts/invoice management, general communications, ad hoc administration tasks.
• Coordinate branded communications to the Chargrill Charlie’s Franchise network i.e. Charlie’s Mail.
• Support the team’s productivity through meeting coordination, agendas and minutes, and action registers.
• Coordinate internal business reporting activities, including the tracking, and reporting of key performance indicators against strategy I.E. balanced scorecard.

 
About You 
Essential

• Strong customer service orientation in all interactions.
• Excellent written and verbal communication skills.
• Strong multi-tasking and organisational skills with the ability to work autonomously.
• Being an absolute Chargrill Charlie’s champion to promote the brand in all interactions with customers.
• Experience using the Microsoft suite of programs (including Word, PowerPoint, Excel etc.)

  
Desirable

• Previous experience in fast food or hospitality highly desirable.
• Strong connection with the Chargrill Charlies brand and philosophy.

We offer: 

• Summer Working Hours so you can make the most of the warmer weather. That means Friday afternoons off in summer!
• Free food at all our brands cause don’t we all love chicken!
• Paid Good Deed days supporting a charity that means something to you.
• Extra day of leave in your birthday month to celebrate.
• 26 weeks paid parental leave with eligibility from the first day of employment.
• Discounted gym membership and health insurance. Get access to retail discounts including fashion, tech, furniture, fitness and more!

  
  
Never boring or slow, you’ll work with passionate people, gaining skills and building friendships you can carry with you for the rest of your life.
  
And when you’re part of Charlie’s, you’re part of Craveable Brands, a national team that offers career opportunities far beyond your local restaurant.
  
If this sounds like the type of place you can spread your wings, apply today.

We truly believe that bringing together people from diverse backgrounds is key to our ability to continue to grow and do our best work. That’s why we want you to apply even if you don’t think you tick all the boxes – we’re looking for many different skills and abilities to build our culture.