Client Support Specialist Tier 1 Coordinator for an Australian B-Corp Coffee Company!

What you’ll get from P&R

First up: We want this role to be the best job you’ve ever had. That’s our commitment to all of our team! That’s not saying the work will be easy; however, it will be fulfilling. You will grow personally and professionally and be surrounded by a team that genuinely cares about our mission and our team who can help us achieve it.

We offer a generous salary package, HMO Program**, Quarterly Performace Bonus*, Volunteer and Training Leave, Philippine Public Holidays converted to Annual Leave Credits, access to ongoing training and development and Employee Assitance Program (EAP).

Importantly you’re going to have the first dibs on P&R merchandise (Shirts, Hoodies, Jumper etc.) and get P&R coffee delivered from us directly to your place every month!

*Will be qualified for a Quarterly Performance Bonus after the probationary period.
**Will be qualified for the HMO Program after 1 year of tenure with P&R

Our Company

Onto the nitty gritty, Pablo & Rusty’s Coffee Roasters are specialty coffee roasters based in Sydney, Australia. We’re proudly B-Corp, 1% for the Planet, and Carbon Neutral certified Organisation. Our Mission is to positively impact people and our planet through coffee. Our focus is on providing specialty coffee and exceptional service to both wholesale and retail customers. We work closely with coffee producers, sourcing, roasting, and brewing some of the most delicious coffee on the planet.

At the core of our culture, we are digital, design-centric and sustainable. Innovation is key and we are constantly seeking change. We have high expectations of all staff and work collaboratively and energetically to fulfil our mission.

Join the team

We are looking for a Client Support Specialist Tier 1 Coordinator to coordinate the CSS team in daily operations. You’ll work closely with the Head Of Client Support to set and maintain the CSS team’s KPI, SLA, and outputs, ensuring the CSS team is kicking goals and delivering exceptional customer support.

You’ll be part of the Operations team, which is responsible for varied functions within P&R. As such, the need for close collaboration, flexibility and cross-functional teamwork will be a must.

This role has the following core functions:

• Set the standard of excellence in customer support across the CSS team via their actions, conduct, leadership and culture they embody.
• Coordinate the CSS team's daily and weekly tasks, assign responsibility, and hold the team accountable for outputs and the level of service.
• Coordinate the CSS team shift coverage times, annual leave, sick leave etc.
• Manage, resolve, and take ownership of escalated customer issues and enquiries, aiming to resolve them or help the team resolve them at the first point of contact.
• Be the main contact for customers (retail) and clients (wholesale) for escalated matters, i.e., if the CSS team can't resolve them.
• Nurture the relationship of our client database, proactively engaging with customers and clients in a professional, polite and positive manner.
• Take ownership of contracts administration, as well as facilitating client onboarding, and re-contracting process
• Supporting the CSS team to reach set shared and individual goals, targets and KPI
• Provide support in organising and coordinating the CSS team in conjunction with the Head of Client Support.
• Support, maintain and organise processes in conjunction with the Head of Client Support.
• Promote positive engagement with the team, stakeholders, clients and customers.
• Conduct regular reporting and performance activities to ensure KPIs are achieved and met

*Previous experience using Zendesk, Gorgias, Shopify and Amazon will be a benefit in this role. Previous work in a blended B2B and B2C environment is also an asset.

This role requires experience and understanding of varied digital systems, including Google Drive. The ability to understand and navigate digital systems will ensure you can hit the ground running and keep up with our fast-paced and evolving industry and company.

The candidate must have access to high-speed internet and have their own computer and backup systems for both. Ideally, they will also have backup power options in the event that local power is disconnected. A high level of written English communication is a must.

Qualifications and knowledge:
• Minimum of 4 years in a similar position with related experience
• Experience working with an Australian company
• Experience in team leadership or team coordination roles
• A proven track record of success in similar roles.
• Advanced understanding of digital systems, customer service, and team coordination
• Outstanding communication skills, both written and verbal
• Experience in key stakeholder relationship-building and management
• Sound understanding of Google sheets
• Advanced Understanding of word processing and spreadsheets
• Sound understanding of Zendesk and Shopify
• A forward-thinking approach to customer service and experience
• Passionate about the future of customer support and the use of AI to enhance customer experience and the outputs of the CSS team.
• Communicate effectively through clear and concise language, both written and verbal
• Work independently using initiative and self-direction
• Provide a high-quality and responsive service, actively listening and seeking feedback

Work Schedule: Monday to Friday (7:30 AM - 3:30 PM Sydney time). Flexible to work on some weekends. Subject to change based on agreement with the Head of Client Support.

HOW TO APPLY: Please include "COFFEE CSS" in the subject line and tell us your favourite coffee in your cover letter.