Koala
Customer Service Specialist
Better furniture experiences, designed with the World in mind.
Customer service and support
Contract, 2 months · 38 hours per week
Hybrid | 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
This 6-week contract, starting on the 2nd June, is designed to bolster our team during an upcoming sale period. You’ll play a key role in delivering 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, with our focus on building Customer Loyalty. We are looking for full-time customer service specialists to join Koala to support the team as the business is growing.
Requirements
- Deliver high-class frontline customer service interactions and operations that meet or exceed our NPS/CSAT & CES targets
- Engage with our customers across a number of platforms: live chat, phone, email, social media enquiries & onsite showroom
- Responding to high volume customer enquiries, requests and communications
- Proactively reach out to customers who have recently received their order, and engage to obtain feedback around their end-to-end experience
- Process customer returns and warranties focusing on the customer service recovery paradox
- Deliver contact centre services that achieve or exceed OKRs
- 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
Ideal background…
- 2+ years of experience in a customer service specialist (or similar) role within a call centre environment
- Exceptional customer service, active listening, and well developed verbal and written communication skills, together with a professional phone voice
- Experience in a high-volume fast paced inbound and outbound phone environment
- Great attitude and willingness to learn and progress in your career
- Did we mention that empathy is a must have? Our candidates are no different to our customers and are at the heart of the 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 handling returns and warranties
- Problem-solving and liaising with management on critical issues
- Experience with eCommerce Tools or Shopify a plus!
What you'll be responsible for
- ⭐️
Customer Service
Deliver high-class frontline customer service interactions and operations that meet or exceed our NPS/CSAT & CES targets
- 🛟
Query Handling
Engage with our customers across a number of platforms: live chat, phone, email, social media enquiries & onsite showroom
- 💬
Customer Feedback
Proactively reach out to customers who have recently received their order, and engage to obtain feedback around their end-to-end experience
Skills you'll need
- 🎙
Verbal communication
Speaks clearly to convey information effectively to a target audience
- ✍🏼
Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
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