Job Description

Campos Coffee is part of the JDE Peet's - now part of Keurig Dr Pepper – is the world's leading pure-play coffee company, with a presence in more than 100 markets. Guided by our ‘Reignite the Amazing’ strategy, we are focused on brand-led growth across three big bets: Peet's, L’OR, and our 10 strategically selected local icons led by Jacobs. In 2025, JDE Peet's generated total sales of EUR 9.9 billion and employed a global workforce of more than 21,000 employees. Discover more about our journey to deliver a coffee for every cup and a brand for every heart at .

About the Role

As a Customer Service Specialist, you'll be the first point of contact for our customers and café partners, helping them with orders, enquiries and solutions across multiple channels. You'll work closely with our Sales, Supply Chain, Marketing and Operations teams to ensure customers receive timely support and a seamless experience from order through to delivery.

This is a varied role combining customer service, sales support, administration and customer engagement. You'll have the opportunity to build strong relationships, contribute to process improvements, and provide valuable insights that help drive customer satisfaction and business growth.

What You'll Be Doing

Customer Service

- Deliver exceptional customer service across phone, email, SMS, social media, web portals and other customer platforms.
- Respond promptly to customer enquiries and resolve issues efficiently and professionally.
- Manage customer requests through to resolution, ensuring a positive experience at every touchpoint.
- Act as a key link between customers, Business Development Managers and internal departments.
- Maintain accurate customer records and interactions within CRM systems.
- Generate customer service and performance reports to identify trends and opportunities for improvement.
- Provide customers with product information and recommendations.
- Process and manage customer orders, returns and account requests.
- Ensure orders are accurately entered, tracked and delivered on time.
- Work closely with Supply Chain and Dispatch teams to coordinate smooth service delivery.
- Support the Sales team with CRM administration, reporting and customer communications.
- Coordinate special ordering periods and customer communications around public holidays and operational changes.
- Assist with customer events, functions and industry conferences.
- Contribute to the continuous improvement of customer service processes and procedures.
- Support the execution of customer engagement and marketing campaigns.
- Assist with customer feedback surveys and customer experience initiatives.
- Work collaboratively with Marketing and Sales teams to track campaign performance and outcomes.
- Prepare reports and insights that help improve customer engagement and retention.

Qualifications

About You

You’ll be someone who enjoys helping people, solving problems and building strong relationships. You're organised, proactive and thrive in a fast-paced workplace where no two days are the same.

You’ll Bring

- Previous experience in Customer Service, Sales Support, Customer Success or Account Administration.
- Outstanding communication and relationship-building skills.
- Strong organisational skills and attention to detail.




- The ability to manage competing priorities and work effectively under pressure.
- Strong problem-solving and conflict-resolution skills.

Our DE&I; Statement

At JDE Peet’s we aim to create a better future where we authentically serve, reflect and embrace everyone. We believe in fostering a more diverse, equitable and inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination on the basis of our race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other trait protected by law.

Throughout the entire employee lifecycle, we place DE&I; at the core of our people processes. This enables us to drive objectivity and eliminate any potential bias, ensuring an inclusive experience in the workplace. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.

Our efforts on this agenda have earned us the prestigious Catalyst Award, as well as the Fair Pay Leader Certification in 2025 thanks to an unexplained gender pay gap of 0.52%.

About the Company

JDE Peet’s – now part of Keurig Dr Pepper – is the world’s leading pure-play coffee company, with a presence in more than 100 markets. Guided by our ‘Reignite the Amazing’ strategy, we are focused on brand-led growth across three big bets: Peet's, L’OR, and our 10 strategically selected local icons led by Jacobs.

The Role

The Customer Service Specialist team is one of the faces of Pepper Money for our customers. This role is responsible for answering any queries and calls post-settlement. You could find yourself helping a customer with their loan balance, updating their contact details and assisting our customers with their loan repayments.

- Customer Service: Provide exceptional service to our customers in Australia and New Zealand, covering both mortgages and asset finance products.
- Inbox Management: Respond to customer emails promptly and in line with our policies.
- Lodge Complaints: File and manage customer complaints to ensure compliance with regulations, or collaborate with our customer resolutions team to find solutions.
- Accurate Note Taking: Keep detailed notes on customer accounts to ensure data security and a seamless customer experience.

About you

We’re looking for someone with experience working in a rapid-paced call-centre. Here’s what we’re looking for:

- Call-centre experience: Someone who has experience in a fast-paced contact centre environment handling 50‑60 interactions per day.
- Outstanding communication skills: Deliver excellent written and verbal customer service in the Pepper Money tone of voice to provide solutions, answers and accurate information to our valued customers.
- Team‑player: Collaborate well within a team, have a robust work ethic,



and find ways to improve processes for a smoother workflow.

At Pepper Money, collaboration is just as vital as your skills. Our values are the heartbeat of our success, driving everything we do:

- Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary.
- Balanced: We set our customers up for success, crafting win‑win outcomes that are both human and profitable.
- Real: We keep it honest and respect everyone, building genuine connections.

At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values‑driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone:

- Development: a full suite of development opportunities and a great team to learn from
- Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I; initiatives
- Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
- Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
- Referral Bonus: Earn $2000 for referring great people.

Key Details

This permanent, full-time Sydney role offers a $75,000 salary package + potential annual bonus, along with hybrid working flexibility after training.

About the role (again)

The Customer Service Specialist position is integral to maintaining high standards of customer service and operational efficiency. You will manage customer inquiries, process orders, and coordinate communication across various departments to ensure seamless service delivery.

Key responsibilities

- Handle incoming calls and emails from customers, processing orders and requests accurately
- Maintain customer service and logistics registers, ensuring timely updates
- Build customer loyalty through professional and courteous service
- Collaborate with internal teams, including sales and finance, to address customer needs
- Conduct shipping and invoicing tasks in the inventory management system
- Provide administrative support and manage customer records effectively
- Liaise with external partners to track shipments and resolve issues.

Skills & experience

- Proven experience in customer service and office administration, ideally in the healthcare or pharmaceutical sector
- Strong communication skills, both written and verbal, with the ability to manage customer feedback and complaints
- Proficiency in Microsoft Office, particularly Excel, for reporting and data management
- Ability to work independently and as part of a team, demonstrating a proactive approach to tasks.

Benefits

- Structured 5‑week onboarding and ongoing coaching
- Clear career progression opportunities across the wider business
- Exposure to a growing fintech environment
- Supportive, collaborative and social team culture
- Birthday leave + additional wellbeing leave
- Recognition programs, team celebrations and engagement events
- Monday to Friday role – no weekend or public holiday work!
- Modern office environment with strong internal mobility opportunities

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