Customer Service Officer

Bundaberg Brewed Drinks; Bundaberg; On-site; AUD 52,000 - 68,000; Full time

Job summary

Bundaberg Brewed Drinks is seeking a professional Customer Service Officer to join our Quality and Sustainability team in Bundaberg. As the first point of contact for consumer inquiries, you will manage enquiries and complaints and provide administrative support to the team.

Reporting to the Quality Coordinator, you will record communications, coordinate sample collection, arrange reimbursements and liaise with internal stakeholders on product quality issues, while helping with trend reporting

Qualifications

• Previous experience in customer service, administration or office support.

Responsibilities

• Respond to consumer enquiries, feedback and complaints via phone, email, written correspondence and face-to-face interactions.

Skills

Customer service

Administration

Communication

Microsoft Office

Data entry

Confidentiality

Tools

CRM systems

Job description

Bundaberg Brewed Drinksis an Australian family-owned business and one of the world's leading craft-brewed beverage manufacturers. Our premium products are enjoyed in more than 60 countries, and we're passionate about delivering exceptional customer experiences while continuing to grow our global footprint.

We're seeking a professional, customer-focused full-time Customer Service Officer to join our Quality and Sustainability team in Bundaberg

As the first point of contact for consumer enquiries, feedback and complaints, you will play a critical role in maintaining our reputation for outstanding customer service while supporting administration and continuous improvement initiatives.

Bundaberg Brewed Drinksis an Australian family-owned business and one of the world's leading craft-brewed beverage manufacturers. Our premium products are enjoyed in more than 60 countries, and we're passionate about delivering exceptional customer experiences while continuing to grow our global footprint.

We're seeking a professional, customer-focused full-time Customer Service Officer to join our Quality and Sustainability team in Bundaberg

As the first point of contact for consumer enquiries, feedback and complaints, you will play a critical role in maintaining our reputation for outstanding customer service while supporting administration and continuous improvement initiatives.

About the Role

Reporting to the Quality Coordinator, you will be responsible for managing consumer interactions across a variety of channels, ensuring enquiries and complaints are resolved professionally, accurately and efficiently. You will also provide administrative support to the Quality and Sustainability Team and assist with complaint trend analysis and reporting.

Key Responsibilities

• Respond to consumer enquiries, feedback and complaints via phone, email, written correspondence and face-to-face interactions.
• Record, process and prioritise consumer communications in relevant databases.
• Coordinate the collection and return of consumer samples where required.
• Arrange reimbursements and consumer resolutions in line with company guidelines.
• Liaise with internal stakeholders regarding product quality enquiries and complaints.
• Coordinate laboratory analysis of consumer and retention samples.
• Maintain accurate records, filing systems and databases.
• Prepare complaint trend reports and support continuous improvement projects.
• Provide administrative support to the broader Quality and Sustainability team.
• Support compliance with workplace health and safety requirements.

To be successful in this role, you will have:

• Previous experience in a customer service, administration or office support role.
• Exceptional communication skills, both written and verbal.
• Strong attention to detail and time management skills.
• The ability to manage sensitive information with discretion and confidentiality.
• Strong computer literacy, including Microsoft Office applications.
• A proactive and positive approach to problem-solving.
• The ability to build positive relationships with both consumers and internal stakeholders.
• Experience working in a manufacturing, food, beverage or quality environment will be highly regarded.