Coffee Specialist – Customer Service & Contact Center

About the role

As a Coffee Specialist in our Customer Service & Contact Center, you will act as a brand ambassador for Nespresso, delivering exceptional service to B2B customers across multiple channels. You will ensure a seamless end‑to‑end experience, strengthening loyalty through a solution‑driven approach.

Key responsibilities

• Handle inbound calls and emails from B2B customers, addressing enquiries on orders, products, billing and service requests.
• Perform basic troubleshooting, coordinate repairs and take full ownership of customer issues.
• Manage complaints and drive effective service recovery to maintain high satisfaction.
• Collaborate with internal teams such as the B2B Key Account Team and Technicians to resolve issues efficiently.
• Support customer onboarding, maintain accurate case documentation and ensure proper tracking for follow‑ups and audits.
• Provide frontline feedback for projects and process improvements, and assist with ad‑hoc tasks as needed.

Required profile

• Passionate and customer‑driven with strong communication skills.
• Experience in B2B customer service, comfortable in high‑volume, fast‑paced environments.
• Ability to multitask using various digital tools and platforms.
• Strong interest in the coffee and service industry.
• Team player who can also work independently with minimal supervision.

Required skills

What we offer

• Competitive monthly salary range of SGD 2,500 – 3,500.
• Opportunity to work with a global premium coffee brand.
• Dynamic, collaborative work environment in Singapore’s Changi Business Park.