Customer Experience Specialist

About Us

At Mad Mex we serve Australia’s best Baja-style burritos, made to order using only the freshest produce, flavourful salsas & authentic Mexican spices, and slow-roasted & grilled meats. With over 70 Restaurants in Australia and growing, we’re driven by our passion for sharing the food and culture of Mexico with our customers every day.

About the role

The Customer Experience Specialist (CES) plays a crucial role in building and enhancing Mad Mex’s brand reputation by ensuring that all customer feedback through Google, Website, and delivery platforms is reviewed, responded to, and communicated to the business.


Key Responsibilities

Brand reputation

- Ensure all customer feedback from platforms like Google Reviews, Review Management Software, Jira, and delivery services is reviewed, responded to, and shared with the relevant teams.
- Address negative customer experiences by acknowledging complaints and offering appropriate resolutions.
- Monitor Mad Mex’s online presence on platforms such as search engines, blogs, and forums, and take corrective action when necessary.
- Manage and address inappropriate or false Google reviews according to Google’s policies.
- Collaborate with the Programs Manager and Central Ops team to develop a brand reputation strategy for new restaurant openings, ensuring a focus on 5-star reviews from the start.
- Notify State Managers and ROMs of any restaurants with a Google rating below 4.00 and support initiatives to improve customer feedback.


Customer Feedback
- Respond to customer service issues within service level agreements (SLAs) across all feedback platforms, including Google Reviews, Review Tracker, Jira, and delivery platforms (Uber Eats, DoorDash, Menulog).
- Oversee the management of ---------- ---------- and ---------- email inboxes, ensuring timely and appropriate responses.


Reporting
- Generate weekly, monthly, and quarterly Customer Experience reports, including Google Reviews and delivery platform ratings.
- Present weekly insights at Wall WIP meetings and identify key areas for improvement.


Project Management
- Provide administrative support to the Restaurant Growth and Development team using Mad Mex’s Project Management Software.
- Create or update templates for restaurant openings, refurbishments, closures and handovers.


Administrative Assistance
- Manage and update trading hours across delivery platforms, global lists, websites, Google, Apple, and shopping centres as needed.
- Set up and manage profiles for new restaurants, refurbishments, closures, and franchise handovers across platforms like Google, Apple, and delivery services.
- Process invoices as required
- Book travel and manage credit card reconciliations as requested.
- Support Mad Mex events and projects like conferences.
- Take notes during meetings and circulate agendas.


Qualifications and Experience
- A great representation of the Mad Mex brand and values
- Excellent interpersonal, written and verbal communication skills
- Strong computer literacy skills and willingness to utilise technological programs and systems
- Minimum 2 years employment in Customer Experience related work
- Demonstrated commitment to customer service, business improvement, Mad Mex’s Values and Code of Conduct.
- Proficiency in Microsoft Office and customer service software is essential, with advanced skills in Excel preferred.
- Passionate about customer satisfaction and driving results.
- Time management skills, Problem-solving skills, Negotiation skills
- Project management skills are desirable.
- Data analysis skills are a plus but not required.

Minimum PC Specifications:
- Stable and backup Internet
- OS: Windows 10/11 or Mac OSX Monterey/Ventura
- Processor: Intel i5 8th Generation CPU or AMD Ryzen 5 3600
- RAM: 8GB
- Storage: 128GB


*PLEASE INCLUDE LINK TO YOUR CV*