Are You Our Next Customer Happiness Hero?

Are you switched on, proactive and customer-first minded?
Do you take pride in delivering exceptional service?
Do you actually enjoy chatting on the phone and making people smile?
If so, this could be your cup of brew!

Who We Are

Urban Brew (a Podpac brand) is one of Australia's most exciting eCommerce start-ups, providing eco-friendly coffee pods to happy customers nationally. Due to continuing growth, we are currently hiring a Customer Happiness Phone Specialist to join our vibrant and diverse team.

Urban Brew is no ordinary brand and we aren't looking for ordinary applicants. We take customer satisfaction to the next level and we have high expectations. You must be able to use your initiative and good judgement to provide an outstanding customer experience every time.

Your Mission

As a Customer Happiness Phone Specialist, you will be the friendly voice of Urban Brew. You will spend your days talking with customers, solving problems, helping them find their perfect pods, and reconnecting with lapsed subscribers through friendly win-back conversations.

This is not just about answering calls. It is about creating exceptional experiences, adding joy into every conversation, and turning everyday customers into loyal brand fans. If you have read and enjoyed Delivering Happiness by Tony Hsieh, you will feel right at home in this role.

What You Will Be Doing

Answering inbound customer calls and email enquiries with empathy, professionalism and warmth

Making outbound calls to check in, offer recommendations and reconnect with lapsed customers

Assisting with orders, subscriptions and machine compatibility questions

Working with our fulfilment team to resolve delivery hiccups

Spotting opportunities to surprise, delight and go the extra mile

Sharing feedback to help us improve our pods, processes and customer experience

What We’re Looking For

Must Haves

At least 3 years of experience in a customer service role

You genuinely love talking to customers on the phone and are confident with both reactive (inbound) and proactive (outbound) support calls

Strong communication skills, both written and verbal

A cool, calm and empathetic approach to tricky situations

Strong organisational skills and attention to detail (you often pick up on things others might miss)

Tech-savvy, quick to pick up new systems

Bonus Points

Experience with subscription-based customer service or eCommerce

Familiarity with platforms such as Gorgias, Magento, Shopify, or Asana

A genuine love of coffee

Why You’ll Love Working Here

Flexible work options. Remote, hybrid or in-office opportunity if Adelaide-based. Let us know what suits you best!

Monday to Friday within business hours (no weekends)

Supportive, fun, and passionate team

Plenty of room to grow with us as we grow

All the coffee you can drink

How to Apply

Make yourself a cuppa, polish your resume, and write us a cracking cover letter that shows off your personality as much as your skills! Be sure to tell us why you get a buzz out of giving customers an exceptional experience.

Email your resume and cover letter to [email protected] with the subject line: I love making customers happy!

We cannot wait to welcome the next friendly voice to our Brew Crew.