At Guzman y Gomez Mexican Kitchen, our mission has always been to reinvent fast-food. We're Australia's only fast-food restaurant to be 100% clean, meaning there are no added preservatives, artificial flavours, added colours or unacceptable additives in our food. We're incredibly proud of our amazing people, and the unique way we celebrate Mexican culture in everything we do.
Job Description- Friday to Tuesday roster, with Wednesday & Thursday off each week
- Rotating team roster (8am-4pm, 9am-5pm or 10am-6pm)
- Based at Surry Hills, close to Central Station
Be the go-to person for restaurants across a fast-growing food brand.
GYG is opening a new restaurant roughly every 10 days, and every one of them relies on the Help Centre to keep running. As Help Centre Coordinator, you're the first point of contact for restaurants, Coaches (Area Managers) and franchisees across Australia. You'll resolve supply chain and operational enquiries through Zendesk, solve problems with suppliers before they reach guests, and work with teams across the business to make sure restaurants get what they need.
If you thrive in a fast-paced service environment, love solving problems and want your work to have a real, visible impact, this role is for you. Reporting to the Help Centre Team Leader, you'll work as part of a close-knit team in our Hola Central support office.
What You'll Do
- Answer restaurant enquiries through Zendesk in a professional, friendly and efficient manner
- Resolve operations tickets, or escalate with the groundwork done and information captured
- Communicate proactively with restaurants and suppliers to resolve supply and quality issues
- Keep Zendesk ticket routing up to date and support Crunchtime configuration
- Support supply chain activity for new restaurant openings, closures, refurbishments and trading hours changes
- Spot trends in daily enquiries and recommend improvements
- Provide weekly and monthly ticket reporting and insights, and support the monthly Supply Chain report
- Run training for the wider business as required
What You'll Bring
- Experience in a similar role in a multi-site QSR, hospitality or food and beverage environment, or GYG restaurant experience
- Study in supply chain, logistics, business or a related field (desirable, not essential)
- A background in customer service or another customer-focused field, ideally in a help desk or service desk environment
- Strong written and verbal communication, with sound judgement and the ability to influence and resolve conflict
- Sharp attention to detail, good time management and a sense of urgency when the queue is busy
- Confidence with Microsoft Office, and the ability to learn Zendesk, Crunchtime and related systems
- Availability to work Friday to Tuesday on a rotating roster (8am-4pm, 9am-5pm or 10am-6pm), with Wednesday and Thursday off
What You'll Love
- Base salary of $105k + super + short and long term incentive potential
- Join one of Australia's fastest-growing restaurant companies
- A Friday to Tuesday roster with Wednesday and Thursday off
- Time in lieu if your roster requires you to work a public holiday
- Up to 5 weeks of annual leave each year (ask us how)
- Paid parental leave
- A convenient office location at Surry Hills, just a short walk from Central Station
Interested? Apply now to start the conversation.
Skills Required
- Experience in a similar role within a multi-site QSR, hospitality, or food and beverage environment, or GYG restaurant experience
- Study in supply chain, logistics, business, or a related field
- Customer service or other customer-focused experience, ideally in a help desk or service desk environment
- Strong written and verbal communication skills
- Sound judgment and ability to influence and resolve conflict
- Strong attention to detail and time management
- Sense of urgency when managing a busy queue
- Confidence using Microsoft Office
- Ability to learn Zendesk, Crunchtime, and related systems
- Availability to work Friday through Tuesday on a rotating roster
What We Do
Guzman y Gomez (GYG) is one of Australia's fastest-growing Quick Service Restaurant (QSR) businesses, delivering clean, fresh, made-to-order, Mexican-inspired food. Since opening its first restaurant in Sydney in 2006, GYG has expanded globally to over 200 restaurants. The company is on a mission to reinvent fast food for the better, changing the way the masses eat one burrito at a time.
