Customer Service Specialist
About The Position
Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place. We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning. Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability. Role Description To provide exceptional service to Koala’s customers ensuring we continually surprise and delight them with every interaction with us across every platform. Our number one priority (after making amazing products) is the customer experience. We are a brand that deeply cares about our customers and we strive to do anything to deliver happiness and satisfaction. Within our team we provide both exceptional inbound Customer Service and also outbound Customer Engagement roles. We’re looking for full-time remote service specialists located on the East Coast (EST time zone) to join Koala to support the team as the business is growing.
Requirements
- 1-2+ years of experience in a customer service specialist (or similar) role with experience on phones
- Exceptional customer service, active listening, and well-developed verbal and written communication skills, together with a professional phone voice
- Great attitude and willingness to learn and progress in your career
- Empathy is a must-have
- You love people and thrive on supporting them
- Near perfect grammar, English written and verbal skills
- Experience handling returns and warranties
- Problem-solving and liaising with management on critical issues
- Experience with Gorgias (Or similar helpdesks) and Shopify basics
Responsibilities
- Deliver high-class customer service interactions and operations that meet or exceed our CSAT and other Customer Service Metrics
- Engage with our customers across a number of platforms: live chat, phone, email, social media enquiries
- Responding to high-volume customer enquiries, requests, and communications
- Proactively reach out to customers who are experiencing delivery/product-related issues
- Support the implementation of operational initiatives to continually improve the Customer Experience
- Process tickets according to Koala’s protocols and processes
- Identify opportunities to add value to every customer’s experience
- Be proactive in your approach to solving customer problems and complaints
- Support customers through any return or warranty needs
- Continually promotes our brand and products by being helpful and informative
Benefits
- Work From SofaBed (WFB)
- Generous time off - Koala life leave, volunteer, parental, and more
- Free Koala products with ‘mates rates’ for your friends and fam
- Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support
- Competitive 401k matching
- Comprehensive Anthem private health insurance plans
- Learning Management platform
- Individual and team growth budgets
- Dedicated days for learning and growth
- Volunteer days
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
