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For Companies At a Glance
- Tasks: Deliver exceptional customer service and support coffee lovers with expert advice.
- Company: Pact Coffee, a B Corp dedicated to quality and sustainability.
- Benefits: Flexible working, 24 days holiday, and a monthly coffee allowance.
- Why this job: Join a passionate team and make a real impact in the coffee world.
- Qualifications: Experience in customer service and a love for speciality coffee.
- Other info: Collaborative culture with opportunities for growth and learning.
The predicted salary is between 30000 - 42000 £ per year.
About Pact Coffee
At Pact, we're obsessed with incredible coffee. We seek out the world's best coffee growers - farmers whose skill and dedication produce coffees of rare quality. Our role is to honour that work - by roasting with precision, making every step effortless for our customers, and holding ourselves to the same uncompromising standards. We want every cup to reflect the care of the grower, the rigour of our team, and the unmistakable pleasure of coffee at its best. As a proud B Corp, we're committed to doing business the right way. That means we're held to account - for how we trade, how we treat people, and how we treat the land we use. Collaboration is at the heart of everything we do, from working closely with growers to working as a team to improve how we bring quality coffee to our customers. If you share our infectious enthusiasm for exceptional coffee and want to make a real impact, we'd love to hear from you.
The Role
We're looking for a friendly, customer-obsessed Customer Support Specialist to be a front-line ambassador for our brand and deliver exceptional experiences to our customers. You'll be handling customer queries with empathy and efficiency, providing expert advice on beans, brewing, and more, and ensuring every interaction leaves customers feeling supported, heard, and inspired to enjoy better coffee at home. You will be at the heart of our operation, helping customers with orders, troubleshooting issues, sharing brewing know-how, and championing customer feedback across the business. If you love speciality coffee and enjoy solving problems for people, this role is for you.
Requirements
- Providing exceptional customer service to a range of customers, from at-home consumers to coffee shop owners to office managers.
- Becoming an expert on our full coffee range, including origins, processing methods, roast profiles and flavour notes.
- Providing practical guidance on home brewing methods (V60, Aeropress, Espresso, Cafetiere and more) to help customers achieve the best cup.
- Managing and troubleshooting customer order issues, including deliveries, grind specifications and coffee selections.
- Responding promptly and empathetically to customer queries across phone, email, live chat and social channels.
- Handling the full order lifecycle, such as placing orders, tracking deliveries and resolving logistics issues with fulfilment partners.
- Processing returns, exchanges and refunds in line with company policy, including perishable goods.
- Aiming for first-contact resolution wherever possible and escalating recurring or technical issues to relevant teams.
- Collecting and documenting customer feedback to help drive product, website and service improvements.
What We're Looking For
- A genuine passion for speciality coffee; barista or home-brewing experience is a strong plus.
- 1-2 years' experience in customer service, ideally in e-commerce or speciality food & beverage.
- Exceptional written and spoken communication skills with an enthusiastic, friendly tone of voice.
- High empathy and resilience when dealing with frustrated customers or delivery issues.
- Strong problem-solving skills and a proactive approach to resolving product or logistics queries.
- Confidence using CRM/helpdesk tools such as Zendesk or Gorgias, and order management systems.
- A curiosity and eagerness to keep learning about coffee origins, brewing methods and flavour.
Benefits
Our Head Office is in London Bridge, a stone's throw from The Shard, but we offer a hybrid, flexible working environment. We have an engaged, collaborative approach to work, a supportive leadership team, and our perks are great. Here are some of the benefits we currently offer:
- 24 days holiday (increasing annually up to 27 days) plus 2 days extra between Christmas & New Year.
- Hybrid working model (our office days are Tuesday-Thursday).
- Flexible working core hours (10-4).
- Monthly at-home coffee allowance.
Application deadline Sunday, 8th February.
Customer Support Specialist employer: Pact Coffee | B Corp™
Contact Detail:
Pact Coffee | B Corp™ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know the company inside out! Dive into Pact Coffee's mission and values, especially their commitment to quality and sustainability. This will help you connect with them during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Role-play common customer scenarios related to coffee queries or order issues. This will prepare you to handle real-life situations with empathy and efficiency, just like they expect from a Customer Support Specialist.
✨Tip Number 3
Show off your coffee knowledge! Brush up on different brewing methods and flavour profiles. Being able to share your passion for coffee will not only impress the interviewers but also demonstrate that you’re ready to inspire customers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Pact Coffee family. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Your Passion for Coffee: Let your love for speciality coffee shine through in your application. Share any personal experiences with brewing or tasting different coffees, as this will resonate with us and show that you’re genuinely interested in the role.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience in customer service, especially in e-commerce or food & beverage. We want to see how your skills align with what we’re looking for!
Be Personable and Friendly: Since you’ll be the face of our brand, it’s important to convey a friendly and enthusiastic tone in your written application. Use language that reflects our values and shows you’re ready to connect with customers.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Pact Coffee | B Corp™
✨Know Your Coffee
Dive deep into the world of coffee before your interview. Familiarise yourself with different coffee origins, processing methods, and brewing techniques. Being able to discuss these topics will show your genuine passion for speciality coffee and impress the interviewers.
✨Empathy is Key
As a Customer Support Specialist, you'll need to handle customer queries with empathy. Prepare examples from your past experiences where you successfully resolved customer issues or turned a negative experience into a positive one. This will demonstrate your ability to connect with customers on a personal level.
✨Master the Art of Communication
Practice your communication skills, both written and spoken. Use a friendly and enthusiastic tone when discussing your experiences. You might even want to role-play common customer scenarios with a friend to get comfortable with responding to queries in a supportive manner.
✨Show Your Problem-Solving Skills
Think of specific instances where you've tackled challenges in customer service. Be ready to share how you approached these problems and what solutions you implemented. Highlighting your proactive approach will resonate well with Pact's commitment to exceptional customer experiences.
