Customer Support Specialist
Pact Coffee
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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About the role
- **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
- **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
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Applicant Tracking System Keywords
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Hard Skills & Tools
customer serviceproblem-solvingbrewing methodscoffee origins
Soft Skills
empathyresiliencecommunicationproactive approachenthusiasm