Consumer Service Specialist — Hybrid, KPI‑Driven Support

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

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.