Customer Relations Representative

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.

Our purpose is simple: “We power loved brands to enrich lives in small and big ways.”

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

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 opportunity for someone who loves helping people, solving problems and creating positive customer experiences across some of Australia’s most recognised food brands.

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.

In this role, you’ll:

• Manage customer enquiries, feedback and complaints across phone, email and digital channels.

• Investigate concerns and provide timely, appropriate resolutions in line with brand policies.

• Partner with stores, Franchise Partners, Operations teams and internal stakeholders to resolve customer matters.

• Manage loyalty program, online ordering, payment, refund and account enquiries.

• Maintain accurate customer records and escalate complex or sensitive matters where required.

• Identify recurring customer trends and contribute to reporting and continuous improvement.

• Support Marketing and PR initiatives, sponsorship enquiries and special projects where required.

Our ideal candidate will have:

• Previous customer service experience, ideally within hospitality, retail or a contact centre environment.

• Strong written and verbal communication skills.

• A genuine passion for delivering great customer experiences.

• Strong problem-solving skills with excellent attention to detail.

• The ability to manage challenging conversations calmly and empathetically.

• Strong organisation skills and the ability to manage multiple priorities in a fast-paced environment.

• A positive, proactive and collaborative approach.

• Experience with Zendesk or a similar customer service platform will be highly regarded.

In return, you’ll enjoy working from our vibrant, collaborative open-plan office, with benefits including:

• Hone your barista skills using our commercial-grade coffee machine.

• Enjoy a freshly blended Boost smoothie whenever you need a recharge.

• Take an extra day to celebrate you with birthday leave every year.

• Access to our dedicated wellness platform providing 24/7 personalised support for your health, wellbeing, and everyday life.

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!