Consumer Service Specialist

Coca-Cola Europacific Partners (CCEP); Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Product allowance

Staff discounts

Cheers Rewards & Recognition access

Learning & development opportunities

Hybrid work model

Paid parental leave

Employee Assistance Program

Volunteer opportunities

Job summary

CCEP's National Sales and Service Centre in Australia is seeking a Consumer Service Specialist on a full-time contract through December 2027. The role offers a hybrid working arrangement with training upfront and transition to up to four days per week remote.

You will handle consumer inquiries nationwide, resolve complex issues, and collaborate with Quality, Legal, PACS and Operations to deliver outstanding customer outcomes.

Qualifications

• Exceptional customer service with a customer-first mindset.
• Strong written and verbal communication.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfort with using technology and multiple systems.
• Empathetic and solutions-focused approach to customer interactions.

Responsibilities

• Act as the first point of contact for consumer enquiries across Australia.
• Manage and resolve complex consumer, quality, and brand enquiries.
• Build relationships with stakeholders across Quality, Legal, PACS, and Operations.
• Escalate sensitive consumer matters and provide hypercare.
• Work toward daily KPIs and targets.
• Identify opportunities to improve processes and customer experiences.

Skills

Customer service

Communication

Relationship-building

Multisystem tech

Time management

KPI driven

Tools

CRM systems

Job description

We are Coca-Cola Europacific Partners (CCEP). We have 39,000 people serving 4 million customers in 31 markets. We combine the strength and scale of a large, multi-national business with an expert, local knowledge of the customers we serve and communities we support. We invest, employ, manufacture, and distribute locally.

The Opportunity

We’re looking for a Consumer Service Specialist to join our National Sales and Service Centre (NSC) on a full-time contract through to December 2027.

The NSC is our customer hub, supporting customers across Australia and working closely with Sales and Operations teams to deliver great customer outcomes. This is a fast-paced environment with opportunities to develop your skills and build your career across CCEP.

You’ll work Monday to Friday across shift rotations between 8:00am and 6:30pm, with comprehensive training before transitioning to our hybrid working model, including up to four days per week working from home.

Key Responsibilities

• Act as the first point of contact for Consumer enquiries for our consumers across Australia.

• Manage and resolve complex consumer, quality, and brand enquiries in a timely and professional manner.

• Build and maintain effective relationships with key stakeholders across the business, including Quality, Legal, PACS, and Operations.

• Act as a key escalation point for sensitive and complex consumer matters, providing appropriate hypercare and support.

• Work towards daily KPIs and targets, contributing to team performance and customer service outcomes.

• Identify opportunities to improve processes, customer experiences and operational efficiencies.

About You

You are a confident and proactive professional who thrives on solving complex problems and delivering exceptional consumer experiences. You can confidently navigate challenging situations, build strong stakeholder relationships, and make sound decisions while maintaining a customer-first mindset.

In addition, you will have:

• Exceptional customer service skills with a genuine customer-centric mindset.

• Strong written and verbal communication skills, with the ability to build rapport with a diverse range of customers and stakeholders.

• Resilience, organisation and the ability to effectively manage multiple priorities.

• Confidence using technology and multiple systems, with strong attention to detail.

• A good listener with an empathetic and solutions-focused approach to customer interactions.

• The ability to build and maintain positive, sustainable relationships with customers and stakeholders.

• A target-driven mindset and the ability to work effectively against KPIs and performance expectations.

• A willingness to embrace change and remain agile in a fast-paced environment.

What We Offer

• Work with one of the world’s most recognisable brands.

• Enjoy a generous monthly product allowance and access to discounted staff purchasing on a wide range of CCEP products.

• Access 700+ exclusive discounts across groceries, fitness, leisure, travel and retail through our Cheers Rewards & Recognition platform.

• Shape your future with access to learning, development and career progression opportunities locally and across our global network.

• Enjoy greater flexibility and wellbeing support through our hybrid work model, purchased leave options, paid parental leave and confidential Employee Assistance Programs for you and your family.

• Be part of a people-first culture that celebrates diverse talent, recognises success, and gives back to local communities through paid volunteering opportunities.

Coca-Cola Europacific Partners is committed to an inclusive, equitable and safe workplace where everyone is supported. If you need any accessibility adjustments during the process, please let us know. Your wellbeing matters to us.

When you join CCEP, you're stepping into a global organisation known for developing exceptional talent. We invest deeply in learning, mobility and long term growth, creating an environment where your ambition is backed and your career can thrive.