Customer Service Representative

Alternative Brewing is Australia’s leading specialty coffee and brewing equipment retailer. We work with passionate home brewers, cafés, and coffee professionals every day — and we’re looking for a Customer Service Representative who genuinely loves helping people and solving problems.

As a Customer Service Representative, you’ll be the first point of contact for our customers, supporting them across email, phone, and live chat. You’ll help with product questions, orders, deliveries, returns, and general troubleshooting — always with empathy, clarity, and a customer-first mindset.

This role is perfect for someone who enjoys fast-paced environments, takes pride in delivering great experiences, and isn’t afraid to dig in and find solutions.

• Responding to customer enquiries via email, phone, and chat

• Assisting with order tracking, returns, exchanges, and warranty claims

• Providing product guidance (training provided — coffee knowledge is a bonus, not a must)

• Working closely with warehouse, tech, and sales teams to resolve issues end-to-end

• Maintaining accurate customer records and notes

• Turning tricky situations into positive customer experiences

• Previous experience in customer service, retail, or e-commerce support

• Strong written and verbal communication skills

• Calm, friendly, and solutions-focused approach

• Ability to manage multiple conversations and priorities

• Comfortable working with systems, CRMs, and online tools

• Interest in coffee, brewing, or specialty retail (nice to have, not essential)

Click Apply and tell us a bit about yourself and your customer service experience. If you’ve dealt with customers you’re proud of helping — we want to hear about it.