Description:
Do you have a passion for delivering exceptional customer service? If you thrive on helping others and enjoy going the extra mile, we want you to be part of our Voice of Customer team as our Customer Expereince Coordinator.
Who are we?
For 35 years, The Coffee Club has been an iconic & beloved staple in Australia. The Coffee Club was built on a foundation of family, friends, and meeting customer needs. We’re more than just a café; we’ve created a space that’s casual yet sophisticated, stylish yet affordable. Today, we’re one of the world’s largest Australian café chains, serving millions of loyal customers.
2024 was a huge year for The Coffee Club. We launched our new Three Stories Specialty Coffee Blend – our first new blend since 1989. We partnered with MasterChef, and we celebrated our 35th Birthday. We refurbished 31 stores with a totally new look and feel, and there’s even more to come in 2025.
As part of Minor DKL Food Group and a subsidiary of Thai-listed Minor International PCL, we are a leading Australian retail food franchisor who continues to innovate and grow.
What is the role?
As a key part of our team, you’ll be the friendly and helpful voice that keeps our customers connected to our HQ. This role is all about ensuring our customers experience service that feels personal, responsive, and genuine, across multiple channels. You’ll have the chance to actively contribute to improving how we serve our customers and bring their feedback to life within the business. Reporting to the VOC Team Lead, this role will involve:
- Providing inbound and outbound support to customers, offering help through various platforms.
- Handling customer feedback and complaints, making sure they’re resolved quickly and effectively.
- Sharing valuable customer insights by circulating feedback reports to improve our services.
- Supporting the growth of the VOC team by maintaining templates and FAQ resources for smoother customer interactions
Who are we looking for?
We want a true team player with a passion for people and a natural ability to connect with others. If you thrive in fast-paced, innovative environments and are driven to provide top-notch customer experiences, this could be the perfect role for you. The ideal candidate will have:
- 1-2 years of experience in a customer experience or support role, preferably in within hospitality or retail industry.
- Strong skills in customer service and communication.
- Self-motivated and able to prioritise tasks effectively.
- Exceptional interpersonal skills to build strong relationships.
Any other benefits?
We are proud of our collaborative and innovative workplace culture, with regular team building and corporate events.
- Work in a modern office with spectacular riverside views and located close to a variety of public transport.
- Be part of a high-energy culture
- Flexible working options available
- If you’re a coffee lover: enjoy Barista-quality coffee every day!
There are a host of other benefits including employer-funded paid parental leave, purchased annual leave, flexible working arrangements and access to a subsidized training and development program just to name a few!
How do I apply?
If you’re ready to contribute your skills and passion to our team, we want to hear from you!
Hit the Apply Now button!
After you hit Apply:
You will be asked a small number of questions
You will need to upload a copy of your CV outlining your suitability for the role.
If you are successful in the initial screening process, we will contact you to discuss the role further.