Consumer Service Specialist

Coca-Cola Europacific Partners; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Product allowances and staff discounts

Learning and career progression

Job summary

Coca-Cola Europacific Partners is seeking a Consumer Service Specialist to join the National Sales and Service Centre on a full-time contract through to December 2027. The NSC supports customers across Australia and works with Sales and Operations to deliver great outcomes.

You’ll work Monday to Friday, with training and a transition to a hybrid model including up to four days per week from home. This role offers a dynamic environment to develop skills and advance within CCEP.

Qualifications

• 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.

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.

Skills

Customer service

Communication

Stakeholder management

Problem solving

Adaptability

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.