Customer Experience Specialist - FTC

We’re looking for a Customer Experience Specialist to join the Havana team for a 12-month fixed term contract based at our Wellington roastery.

You’ll be part of the team supporting our customers day to day, from processing orders and responding to enquiries through to solving problems and making sure every interaction is a positive one. With plenty happening across our systems and ways of working, there’s also a great opportunity to bring fresh ideas and help us continue improving how we support our customers.

While this is a full-time role, we’re open to flexibility. If you’re looking for a reduced working week of around 30 hours, we’d still love to hear from you.

What you’ll do

• Support customers across phone, email and digital channels, providing clear, helpful and timely service
• Process customer orders accurately and efficiently
• Manage customer enquiries and shared inboxes, taking ownership through to resolution
• Solve problems as they arise, with a focus on resolving customer needs the first time
• Work closely with teams across Sales, Logistics, Warehouse and other areas to deliver a great customer experience
• Support the team as we continue evolving our systems and ways of working
• Look for opportunities to improve processes and bring new ideas to the team

What you’ll bring

• Clear, confident communication skills, with the ability to listen, articulate information clearly and build rapport with customers over the phone
• Customer service experience and a genuine focus on creating a great customer experience
• Problem-solving skills and the ability to think on your feet
• Confidence using Microsoft Office and picking up new systems
• Organisation and attention to detail when managing orders, enquiries and administration
• A proactive mindset and willingness to suggest new and better ways of doing things
• Experience with Odoo or another CRM would be useful, but isn’t required!

Why Havana?

You’ll be working from the heart of Havana at our Wellington roastery, close to the coffee, customers and hospitality industry we support. It’s a great environment for someone who enjoys working with people, solving problems and bringing ideas to the table, while building experience across customer service, systems and operations.

You don’t need to tick every box. If you’re a great communicator, enjoy finding solutions and genuinely care about creating a brilliant customer experience, we’d love to hear from you.

We’re a certified B Corp, which means we care about people, planet and purpose—not just profit. We’re committed to diversity, equity and inclusion, and we celebrate the unique perspectives that help us grow and innovate. We intentionally embrace difference and cultivate belonging every day, whether through our investment in our Reconciliation journey through our Innovate RAP, our commitment to gender pay equity or providing progressive people policies.

If you need specific support or accessibility adjustments at any stage of the recruitment process, please let us know at [email protected] so we can make sure that your recruitment process is fair and we enable you to shine. This includes tailored support for First Nations people, individuals with disabilities, those who are neurodivergent, and people who identify as transgender or gender diverse as we understand the unique challenges and concerns you may face.