Job Description

Retail Zoo is a thriving Australian success story, bringing to life some of the nation's most-loved food brands. As the powerhouse behind iconic brands including Boost Juice, Betty's Burgers, and Salsa's Fresh Mex, we're known for shaking up the retail food scene with fresh ideas & authentic customer-focused experiences.

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Our purpose is easy: "We power loved brands to enrich lives in small and big ways."

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And our vision? To achieve extraordinary results across our portfolio of brands through outstanding capabilities & people.

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We're now looking for an enthusiastic and customer-focused Customer Relations Representative to join our team and be part of the next chapter of our story. This is a great prospect for someone who loves helping people, solving problems and creating positive customer experiences across some of Australia's most recognised food brands.

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If you're a natural communicator who can stay calm under pressure, think on your feet and bring a bright and generous approach to every interaction, this could be the perfect next step.

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In this role, you'll:

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- Manage customer enquiries, feedback and complaints across phone, email and digital channels.
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- Investigate concerns and provide timely, appropriate resolutions in line with brand policies.
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- Partner with stores, Franchise Partners, Operations teams and internal stakeholders to resolve customer matters.
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- Manage loyalty program, online ordering, payment, refund and account enquiries.
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- Maintain accurate customer records and **escalate** complex or sensitive matters where required.
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- Identify recurring customer trends and contribute to reporting and continuous improvement.
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- Support Marketing and PR initiatives, sponsorship enquiries and special projects where required.
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Our ideal candidate will have:

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- Previous customer service experience, ideally within hospitality, retail or a contact centre environment.
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- Strong written and verbal communication skills.
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- Strong problem-solving skills with excellent attention to detail.
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- The ability to manage challenging conversations calmly and empathetically.
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- Strong organisation skills and the ability to manage multiple priorities in a fast-paced environment.
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- A positive, proactive and collaborative approach.
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- Experience with Zendesk or a similar customer service platform will be highly regarded.
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In return, you'll enjoy working from our vibrant, team-oriented open-plan office, with benefits including:

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- Hone your barista skills using our commercial-grade coffee machine.
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- Enjoy a freshly blended Boost smoothie whenever you need a recharge.
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- Take an extra day to celebrate you with birthday leave every year.
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- Access to our dedicated wellness platform providing 24/7 personalized support for your health, wellbeing, and everyday life.
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Most importantly, you will work with a passionate and driven team that values respect, operates in a fast-moving and vibrant environment, and has A LOT of fun along the way!

📌 Customer Relations Representative (Victoria)
🏢 Retail Zoo
📍 Victoria