Koala
Customer Experience Specialist - Retail
Better furniture experiences, designed with the World in mind.
Customer service and support
Full-time
Office | Sydney, NSW, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Koala
Combining customer-centric products, a world-class technology and fulfillment platform, incredible customer service and social good; we are changing the way people buy and enjoy furniture to create happier, healthier habitats.
At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We are ambitious. We are curious. We are selfless. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball. Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for?
Koala is only great when its employees are happy — and we’re one happy bunch with some Treehouse perks below: Hybrid working, Generous time off - volunteer, parental, life leave to help keep your work-life balance; Tuesday lunches, Monthly barbies, socials and stocked kitchen; Pet-friendly office; Free Koala products with ‘mates rates’ for your friends and fam; EAP including unlimited sessions for financial, work, relationship, family or wellbeing support; L&D platform Juno, as well as individual and team growth budgets and dedicated days; Short-term incentive plans ensure you benefit as Koala succeeds; finally, we believe that simply doing ‘no harm’ isn’t good enough - we are BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more.
About the role
We're on the lookout for passionate individuals who thrive on creating exceptional customer experiences. If you're someone who naturally lights up a room, brings vibrant energy to every customer interaction, and genuinely enjoys connecting with people - we want you on our team!
You'll be the first to greet our customers with a warm smile, and the first to jump in when there's something that needs doing. From answering questions to keeping things running smoothly, you'll be proactive, positive, and always ready to surprise and delight our customers!
Requirements
What key responsibilities does this role have @ Koala?
- Deliver a confident showcase of the Koala brand with a deep understanding of our story and ability to communicate this in an engaging way to customers
- The ability to work independently to manage all operational aspects of the pop up location. This includes, but is not limited to, opening and closing processes, manual process of stock management, following up with customers who have visited the store.
- Driving sales for all Koala products, including those not on display at the pop up, through meaningful interactions with customers
- A collaborative operating style with other departments in Koala to achieve the best outcomes for our customers and Koala.
- A passion for delivering exceptional, knock your socks off, experiences to customers in a face to face retail environment.
- Maintain high attention to detail, ensuring our retail space is immaculately presented at all times.
- Adapt to new directions or ideas and be able to proactively solve pain points for the operation or customer experience
- Ensure the space is safe for all visitors (customers, staff, and contractors) at all times by following safety guidelines and reporting any issues promptly.
- Be comfortable with manual handling, assembly of furniture and demonstrating features
Ideal background…
- 3+ years experience in a retail/ face to face customer service environment
- Comfortable working shift hours (including weekends) is a must
- Exceptional customer service skills with a natural ability to engage and energise a room
- Did we mention that empathy is a must have? Our customers are at the heart of our business and an empathetic approach is a must at every touchpoint
- You love people and thrive on supporting them
- Near perfect grammar, english written and verbal skills
- Experience in retailing/ customer service
- Experience working in a fast paced environment with minimal supervision
Applications including a video introduction are preferred.
What you'll be responsible for
- 🐨
Represent The Koala Brand
Deliver a confident showcase of the Koala brand with a deep understanding of our story and ability to communicate this in an engaging way to customers
- 🛋️
Drive Sales
Driving sales for all Koala products, including those not on display at the pop up, through meaningful interactions with customers
- 🔓
Store Operations
The ability to work independently to manage all operational aspects of the pop up location. This includes, but is not limited to, opening and closing processes, manual process of stock management, following up with customers who have visited the store.
Skills you'll need
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 🎙
Verbal communication
Speaks clearly to convey information effectively to a target audience
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
Meet the team
Applying with Hatch
Koala is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch