Meet our team at TheFork
“Care is exactly the right word! It is so important to CONNECT at some level with the people you are dealing with” Customer Support Team Leader, Amelie Autin shares her career journey and what’s involved with leading the Support Team at TheFork AU.
What was your very first job (before any internships)?
A two-year spiel at Macca’s when I was a student! Cashier, cook, cleaner, you name it, I’ve done it. Complete with that particular Macca’s uniform smell, and oil burns as badges of honour.
When and why did you make the move to TheFork?
I joined TheFork in June 2018. I have a terrible soft spot for the hospitality industry, for that sense of being part of a big family and taking care of each other, as well as for all the fantastic dining experiences I have had throughout the years. It was the perfect opportunity for me to contribute and give back to all of the great people in the industry in a different way without exactly going back to working in restaurants.
Can you share the responsibilities of your current position as Customer Support Team Leader?
I am here to make sure our restaurants and diners are supported in a timely, high-quality manner.
What does a typical day look like for you?
Support work being very reactive in essence, no two days are the same. However, my day always starts with numbers: how many tickets our Support Team is yet to go through, and how long it has been since they have been raised. From there, each member of the team is assigned tasks for the day, to ensure smooth running and prompt Support. I am the person people come to if something unusual happens for troubleshooting, or if something needs to be escalated. We aim at providing Support of the highest quality, and I am here to make sure our content and responses are top notch.
Why do you love working with restaurants?
I love the industry and I know how difficult it can be to juggle administrative tasks and smooth running of service. I want to help in any way I can to make their lives easier with tasks that keep them away from service.
Where was the last restaurant you ate at?
Gavroche Chippendale. It has become my canteen, and I go – almost – every week.
What’s the weirdest thing you’ve ever eaten?
Vegemite! But I think that some people would argue that eating snails is definitely weirder than Vegemite on toast. It’s all subjective.
If you could open your own restaurant what would the concept be?
Tough one! Let’s go full cliché here, and say that I’d love to bring to light revisited simple French food that fill my memories, but that I have not seen anywhere else than in France – or rarely. Make it so the dishes can be shared. And obviously, this could not work without a great wine list, and a terrace for those warm summer nights.
What are the 3 apps that you can’t live without?
Google Maps (how late is my bus today?), Spotify (walking down the street without music is just unfathomable to me), WhatsApp (because… friends).
Any tips for someone considering a career in Customer Care?
Care is exactly the right word! It is so important to CONNECT to some level with the people you are dealing with, try and get in their shoes, see things how they do, adapt your communication. Be open and mindful that, either it is via email, live chat, or a call, we are interacting with human beings. Care, empathy, and genuine will to help will get you far in this line of work.
Want to join TheFork?
We’re hiring! As we continue to grow and expand our presence in Australia, we’re looking for people who are passionate about the restaurant industry to join our team. If you are driven, thrive in a fast-paced work environment and love dining out, get in touch.