When do you enjoy your first coffee of the day? Whether it's to jump-start your morning, power through the midday slump, or as a sweet afternoon treat, we totally get it! We're on the lookout for our next customer service star who shares our passion for coffee and doesn't mind talking about it every single day. If you're a coffee-lover who’s looking for flexible hours, or maybe even a parent or carer returning to the workforce, you might just be our perfect match. We've got flexible hours that fit around school drop-offs and pick-ups, because we know life doesn't stop for coffee breaks—though they certainly help!

About Merlo Coffee

Merlo Coffee began more 30 years ago with a simple philosophy – freshly roasted coffee served by people who are passionate about espresso. Our philosophy has never changed.

Today, Merlo Coffee is proud to be one of Australia’s leading independently owned and operated Coffee Roasters. In addition to supplying the public and our own Merlo stores with freshly roasted coffee every day, we also supply to more than 1,700 cafes and restaurants throughout Australia. 
 

About the role

As a Customer Service Representative at Merlo Coffee, you are the first point of contact, you play a vital role in setting the tone for our customer service brand. You will be working closely with the Sales and Warehouse departments, to provide a seamless customer experience, by going above and beyond to ensure the needs of our customers are met, while promoting the Merlo Coffee brand, reputation, and image. 

This role is a permanent part-time position and must be available across Monday through Friday. The successful applicant will have a strong ability to prioritise and multitask and bring high energy and enthusiasm to the role. We want a team player and someone who will bring the fun to work but keep it serious enough to get the job done in a timely and professional manner. 

Key responsibilities include:

• Identify customer needs and opportunities and take proactive steps to maintain a positive customer experience. 
• Communicate with departments to assist in the customer complaint resolution process. 
• Promote and foster a customer centric culture within the team and the company.
• Continually work to develop expert product knowledge across a range of products & services.
• Optimise strong client relationships to upsell & build new business opportunities.
• Leverage inbound & outbound customer interaction to positively increase business profile and improve customers knowledge of relevant products and services available.
• Conduct market research to develop leads. 

About you

The successful candidate will have: 

• Previous experience in a customer service or sales role
• Strong communication and interpersonal skills.
• The ability to work in a fast-paced, dynamic environment.
• Well-developed organisational and time management skills.
• High level initiative and situational problem-solving skills with the ability to effectively handle challenging situations in a resilient, calm, and professional manner. 
• Availability to work Monday to Friday on a part-time basis

Benefits & Perks

• Eagle Farm location with free parking
• Unlimited cups of Australia’s best coffee made fresh by our on-site baristas.
• Generous staff discount on coffee & retail products. 
• Monthly staff BBQ's. 
• Monthly & yearly celebrations and staff awards.
• Free access to an Employee Assistance Program for you and your immediate family.
• A vibrant, fun, and exciting place to work with great team culture.
• A feel-good brand that genuinely cares for our people, community, and environment.

At Merlo we care about our people, our customers and of course our coffee. To ensure we successfully continue to maintain the Merlo magic, we follow the ‘Merlo Recipe’ in everything we do.

Respect – Excellence – Customer Service – Integrity – Passion – Education.

If you believe you’d be a great fit for the Merlo family, share our passion for quality coffee and exceptional customer service by applying with your cover letter and resume!