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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 coffee and ethical practices.
- Benefits: 24 days holiday, hybrid working, flexible hours, and monthly coffee allowance.
- Why this job: Join a passionate team and make a real impact in the world of speciality coffee.
- Qualifications: Experience in customer service and a genuine passion for coffee.
- Other info: Collaborative environment 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.
What you’ll be doing:
- 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.
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
Contact Detail:
Pact Coffee Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know Pact Coffee inside out! Familiarise yourself with their coffee range, brewing methods, and values. This way, when you chat with them, you can show off your passion for coffee and how you align with their mission.
✨Tip Number 2
Practice your customer service skills! Think about how you'd handle tricky situations or customer queries. Role-play with a friend or family member to get comfortable with responding empathetically and efficiently.
✨Tip Number 3
Show your enthusiasm! When you apply through our website, make sure your personality shines through. Share your love for coffee and how you can contribute to making every customer interaction exceptional.
✨Tip Number 4
Network with current or former employees if you can. They can give you insider tips on what it’s like to work at Pact and what they value in a Customer Support Specialist. Plus, it shows your commitment to the role!
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: Use a warm and enthusiastic tone in your written application. Remember, we’re looking for someone who can connect with our customers, so let your personality come through in your writing!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Pact Coffee
✨Know Your Coffee
Dive deep into the world of coffee before your interview. Familiarise yourself with different origins, processing methods, and flavour profiles. Being able to discuss your favourite beans or brewing techniques will show your genuine passion for speciality coffee, which is key for this role.
✨Empathy is Key
As a Customer Support Specialist, you'll be dealing with various customer queries. Practice responding to potential customer issues with empathy and understanding. Think about how you would feel in their shoes and prepare to demonstrate that you can handle frustrated customers with grace.
✨Master the Tools
Get comfortable with CRM tools like Zendesk or Gorgias. If you have experience with these systems, be ready to share specific examples of how you've used them to resolve customer issues efficiently. If not, do a bit of research to understand their functionalities.
✨Show Your Problem-Solving Skills
Prepare to discuss past experiences where you successfully resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Highlight your proactive approach and how you aim for first-contact resolution, as this aligns perfectly with what Pact Coffee is looking for.
