Offshore Client Support Specialist

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 performance bonus*, volunteer and training leave, Philippine public holidays converted to annual leave credits, access to ongoing training and development and an Employee Assistance 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 is a specialty coffee roaster based in Sydney, Australia. We’re proudly B Corp, a 1% for the Planet, Carbon Neutral certified Organisation and Great Place to Work® Australia certified company, which is our commitment to creating an inclusive and supportive work environment for our team.

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 (B2B) and retail (B2C) 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 to assist the Operations team in maintaining and developing relationships with our wholesale and retail client base as well as facilitating other operational needs.

This role has the following core functions
• Experience above and beyond the below core functions would be an asset.
• A passion for collaboration and sharing of ideas, while also being comfortable to work autonomously
• Be the main and first point of contact for clients and customers
• Nurture the relationship of our large client database, proactively engaging internally and externally in a professional, polite and positive manner
• Manage, resolve and take ownership of customer issues and enquiries and aim to resolve them at the first point of contact
• Contracts administration as well as facilitating client onboarding, re-contracting
• Ensuring online content is in line with communication
• Striving to reach goals collectively as a team

*Previous experience using Amazon, Zendesk and Shopify will be a benefit in this role. Previous work in a blended B2B and B2C environment is also an asset. This role involves a large amount of experience and understanding of digital systems including Microsoft products, Google Suite and other digital systems. 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 live in a metro area, have access to high-speed internet and have their own computer. Previous experience is necessary for the role with a high level of written English communication is a must.

Qualifications and knowledge:
• Minimum of 2 years in a similar position with related experience
• Experience in working with an Australian Company
• Advanced understanding of digital systems, customer service and office coordination
• Outstanding written and verbal communication skills
• Key Stakeholder relationship building
• Sound understanding of word processing and Google Sheets

Work schedule: Monday to Friday (9:00 AM - 5:00 PM Sydney time), Flexible to work on some weekends. Subject to change according to team lead.

HOW TO APPLY: Please include "COFFEE CSS" in the subject line. Send in your cover letter and LINK to your updated CV.